Service Operations Automation Administrator (Fully Remote)

Wisconsin Foundation and Alumni Association; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Wisconsin Foundation and Alumni Association seeks a Zendesk administrator to oversee configuration, governance, and the Zendesk roadmap, ensuring data quality and robust reporting to improve service delivery for alumni and donors.

You will drive automation using triggers, macros, and AI features, maintain an automation lifecycle with guardrails and performance metrics, gather requirements, design workflows, lead adoption through training and documentation, and mentor other administrators to

Responsibilities

• Manage configuration, governance, and roadmap for all core Zendesk components.
• Define standards for data quality, integrations, and reporting to improve service delivery.
• Deliver measurable automation improvements using Zendesk triggers, macros, and AI capabilities.
• Maintain an automation lifecycle with clear guardrails and performance measurement.
• Gather requirements, design workflows, and lead adoption through training and documentation.
• Mentor other administrators to improve platform consistency and operational maturity.

Job description

• Manage configuration, governance, and roadmap for all core Zendesk components.
• Define standards for data quality, integrations, and reporting to improve service delivery.

Automation & AI Enablement:

• Deliver measurable automation improvements using Zendesk triggers, macros, and AI capabilities.
• Maintain an automation lifecycle with clear guardrails and performance measurement.

Stakeholder Partnership & Change Management:

• Gather requirements, design workflows, and lead adoption through training and documentation.
• Mentor other administrators to improve platform consistency and operational maturity.

Wisconsin Foundation and Alumni Association

The Wisconsin Foundation and Alumni Association (WFAA) is the private fundraising and alumni relations organization for the University of Wisconsin-Madison. They foster a culture that is inspiring, creative, and respectful, offering competitive pay and an outstanding benefits program.