Description
We are seeking a highly motivated Analyst to support and continuously improve the tooling ecosystem that powers Roblox's Safety, Privacy, Trust & Safety, and Support Operations teams. In this role, you will work at the intersection of operations and technology, helping scale tooling, improve operational workflows, and ensure agents across global vendor sites have the tools they need to operate efficiently.
Responsibilities:
- Administer and configure applications, including Zendesk, Absorb, Jira, and other third-party and internally developed tools, to support 24/7 operations across multiple vendor sites.
- Configure and maintain queue and routing systems that improve agent efficiency and support global operations.
- Partner with Operations, Product, and Engineering teams to translate business requirements into tooling enhancements.
- Build and maintain reporting dashboards that surface actionable insights for operational leadership, including agent productivity, adherence, efficiency, and site-level performance metrics.
- Create automated reporting and feedback loops that support continuous improvement across tooling and operations workflows.
- Identify, troubleshoot, and resolve tooling issues while following established incident management processes.
- Support vendor team onboarding and offboarding, including account creation, access provisioning, and setup and troubleshooting of provisioned tools.
- Maintain detailed documentation and provide regular reports on system configuration, changes, and support activities.
Requirements:
- 3+ years of experience in tools and systems administration or application support, with a strong focus on end-user and agent-facing support.
- 2+ years of hands-on experience working with one or more CRM, IVR, LMS, Knowledge Management, or customer support platforms (e.g., Zendesk, Freshdesk).
- 2+ years of managing third-party tools and API-based workflows.
- Ability to use data to identify opportunities and support process improvements that enhance operational efficiency.
- Experience collaborating with and communicating technical information clearly to both technical and non-technical partners.
- Experience using automation or AI-assisted tools to streamline workflows, triage issues, or improve agent efficiency.
Preferred Qualifications:
- Experience working in Trust & Safety, Content Moderation, or Customer Support environments.
- Familiarity with agile methodologies and experience adapting in a fast-paced, cross-functional environment.
- Exposure to analytics and reporting tools such as Superset, Google Analytics, or Zendesk Explore.
Work Schedule: This role is currently aligned to a 2:00 PM to 11:00 PM IST schedule. As part of supporting a 24×7 operational environment, working hours may change based on business requirements, and you should be flexible to work across rotational shifts, including weekends and holidays, as needed.