Overview

The Service Operations Automation Administrator is accountable for end-to-end ownership of the Zendesk platform - configuration, administration, governance, and continuous improvement - while also leading a measurable program of AI-enabled operational efficiencies across service delivery for the Infrastructure and Security teams. This role is also responsible for maintaining a roadmap, enforcing standards, optimizing workflows, and partnering with stakeholders to improve agent productivity, self-service, and the overall end-user experience.

 

This role partners with other IT teams and business stakeholders to streamline intake-to-resolution processes, expand knowledge management, improve customer service and implement practical automation using Zendesk and approved AI platforms.

 

Please note: We are open to hiring for this position to work remotely, with periodic travel to Madison expected throughout the year.  Remote candidates must reside in one of the following states to be considered: Arizona, Colorado, Illinois, Iowa,  Nebraska, New Mexico, New York, Texas, or Wisconsin.

Essential Functions

Zendesk Platform Administrator 

• Own the Zendesk product roadmap, balancing usability, scalability, governance, speed, and evolving operational priorities.
• Administer and optimize all core Zendesk components, including queues/views, routing, forms, fields, SLAs, triggers, automations, macros, templates, roles, permissions, reporting and environment hygiene.
• Define and enforce standards for categorization, tagging, and data quality to improve triage efficiency, automation effectiveness, and reporting accuracy.
• Serve as the primary point of contact for platform health, upgrades, feature adoption, vendor coordination, and license and utilization management.
• Maintain platform governance and controls, including role-based access, data hygiene, auditability, and system reliability across environments and configurations.
• Ensure workflows, data handling, and configurations align with organizational, privacy, security, and regulatory requirements in partnership with Security & Compliance.
• Own and enhance integrations between Zendesk and key collaboration, telephony, identity, and business systems to ensure end-to-end visibility, accurate data flow, and reliable routing.
• Manage Zendesk-related vendor relationships, including support escalations, renewals, and roadmap alignment to drive timely issue resolution and value realization.
• Design, govern, and continuously improve knowledge management and self-service capabilities (Zendesk Guide / Help Center), including content standards, publishing workflows, search optimization, ticket deflection, and KPI reporting.
• Define operational KPIs and build dashboards (Zendesk Explore and/or BI tools) for volume, backlog health, SLA attainment, cycle time/aging, reopen rate, deflection, and top ticket drivers.

Automation & AI Enablement 

• Identify, prioritize, and deliver automation opportunities in Zendesk (triggers, automations, macros, routing logic) and adjacent tools to reduce manual effort and increase consistency.
• Implement Zendesk AI capabilities where available (e.g., agent assist features such as ticket summaries and suggested replies; intelligent triage/categorization) with clear guardrails, human-in-the-loop controls, and quality validation.
• Evaluate, pilot, and operationalize approved AI platforms to automate repeatable operational work (ticket summarization, response drafting, knowledge creation workflows, intake normalization) while meeting privacy, security, and compliance requirements.
• Maintain an automation lifecycle and backlog (intake 12 feasibility 12 pilot 12 release 12 measurement), including documentation, rollback plans, and training.
• Measure automation impact (hours saved, deflection, improved first-response/resolution time, reduced reopens/escalations) and continuously iterate based on performance data.

Stakeholder Partnership, Enablement & Change Management 

• Partner with operational teams and business stakeholders to gather requirements, translate needs into platform designs, and align priorities to service outcomes.
• Lead change adoption: communications, training, office hours, documentation, and agent coaching to ensure consistent use of workflows, forms, and knowledge standards.
• Develop and maintain runbooks, configuration documentation, and playbooks for Zendesk administration, release management, and operational processes.
• Mentor and enable other administrators and specialists (as applicable), providing standards, training, and coaching to improve platform consistency and operational maturity.

Qualifications

Required Qualifications:

• Associate degree in Information Technology, Computer Science, or relative experience that provides equivalent knowledge, skills, or abilities.
• 7+ years of experience in service operations, ITSM/service desk operations, customer support operations, or related roles with accountability for workflow and service performance.
• 3+ years of hands-on Zendesk administration (Support required; Guide and Explore strongly preferred) including configuration of ticket forms/fields, views, groups, roles/permissions, SLAs, triggers, automations, and macros.
• Demonstrated delivery of measurable operational improvements (e.g., reduced cycle time, reduced ticket volume, improved SLA attainment, improved deflection or first-contact resolution) using process, platform, and automation changes using process automation and AI.
• Strong analytical skills and comfort working with service metrics and reporting (Zendesk Explore, dashboards, KPI definition, trend analysis, and translating insights into prioritized actions).
• Proven ability to gather requirements, manage a prioritized backlog, and deliver enhancements with appropriate testing, change control, and stakeholder communication.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Strong communication and interpersonal skills.
• Ability to work effectively in a team environment and collaborate with cross-functional teams.
• Demonstrated aptitude for learning new technologies.
• Ability to design, document, and maintain effective procedures, processes and automations.
• Capable of maintaining a high degree of confidentiality and responsibility regarding information related to WFAA and any affiliate organizations.

 Other Qualifications

• Experience implementing AI-enabled support capabilities (e.g., agent assist, ticket summarization, suggested replies, intelligent triage/categorization, chat/virtual agent, auto-knowledge suggestions) with governance and measurement.
• Experience with Zendesk integrations (APIs, webhooks, marketplace apps) and/or automation platforms (e.g., iPaaS, Power Automate, RPA) to orchestrate cross-system workflows.
• Knowledge management program ownership (governance, article lifecycle, content quality standards, deflection measurement, and continuous improvement).
• Familiarity with ITIL/ITSM concepts (incident/request/problem/change, service catalog, SLAs) and service operations governance.
• Certifications (nice-to-have): Zendesk Administration credentials, ITIL Foundation.

 

At WFAA, we are dedicated to creating an inspiring, creative, and respectful work environment for our employees. We offer competitive pay and an outstanding benefits program, including a generous 10% 401k contribution after just one year of service! Join us and be part of a team that values your growth and well-being. Click here to learn more about our employee benefits!