Systems Operations Specialist

The Systems Operations Specialist is responsible for maintenance of Zendesk, system and process optimization, and user support for Zendesk and other care operations tools. Key responsibilities include daily operational maintenance of the Zendesk instance, providing tier 1 troubleshooting, creating and interpreting data dashboards, and assisting in the evaluation of new system features. They will design, document, and update SOPs and system workflows, maintain internal knowledge bases, and monitor support channels for user feedback. The Specialist will also serve as the primary operational point of contact for the Zendesk vendor and act as a secondary liaison for other critical tool vendors. They will collaborate with the Product team to ensure operational readiness for changes impacting care support teams, assisting with communication and change management efforts. Must work 8am-5pm or 9am-6pm in your time zone.