Remote Zendesk Automation & AI Operations Lead

Wisconsin Foundation and Alumni Association (WFAA); Madison (WI); Hybrid; USD 90,000 - 125,000; Full time

Benefits offered by this job

Competitive pay

Benefits program

10% 401k contribution

Remote-friendly with travel

Job summary

The Wisconsin Foundation and Alumni Association (WFAA) seeks a Service Operations Automation Administrator to own Zendesk end-to-end—configuration, governance, and continuous improvement—while leading AI-enabled operational efficiencies for IT Infrastructure and Security. This role partners with stakeholders to optimize self-service, data quality, and agent productivity across environments.

Remote-friendly with periodic travel to Madison; eligible states include AZ, CO, IL, IA, NE, NM, NY, TX,

Qualifications

• Associate degree or equivalent IT experience.
• 7+ years in service operations/ITSM with accountable workflow and performance.
• 3+ years hands-on Zendesk administration (Support; Guide/Explore preferred).
• Measurable operational improvements via process, platform, and automation changes.
• Strong analytical skills and comfort with service metrics and reporting.
• Experience gathering requirements, backlog management, and delivering enhancements with testing and change control.
• Ability to work under pressure and manage multiple tasks.
• Strong communication and interpersonal skills; collaborate cross-functionally.
• Confidential handling of information related to WFAA and affiliates.
• Experience implementing AI-enabled support capabilities; Zendesk integrations; ITIL/ITSM familiarity.

Responsibilities

• Own the Zendesk platform roadmap and governance across environments.
• Administer core Zendesk components: queues/views, routing, forms, fields, SLAs, triggers, automations, macros, roles, permissions, reporting.
• Define standards for data quality, tagging, and categorization to improve triage and reporting.
• Maintain platform health, upgrades, vendor coordination, license management.
• Ensure governance, access controls, and data handling meet privacy and security requirements.
• Design and enhance integrations with collaboration, telephony, identity, and business systems.
• Develop knowledge management and self-service through Zendesk Guide/Help Center.
• Define KPIs and build dashboards for volume, backlog, SLA, cycle time, deflection.

Skills

Analytical skills

-Team collaboration

Communication skills

Change management

Learning agility

Ability to work under pressure

Education

Associate degree in Information Technology or Computer Science

Tools

Zendesk administration

Zendesk Guide/Explore

Job description

The Wisconsin Foundation and Alumni Association (WFAA) seeks a Service Operations Automation Administrator to own Zendesk end-to-end—configuration, governance, and continuous improvement—while leading AI-enabled operational efficiencies for IT Infrastructure and Security. This role partners with stakeholders to optimize self-service, data quality, and agent productivity across environments.

Remote-friendly with periodic travel to Madison; eligible states include AZ, CO, IL, IA, NE, NM, NY, TX,