[Hiring] Service Operations Automation Administrator @Wisconsin Foundation and Alumni Association

Role Description

The Wisconsin Foundation and Alumni Association (WFAA) is seeking a Service Operations Automation Administrator to join our Information Technology team. The Service Operations Automation Administrator is accountable for end-to-end ownership of the Zendesk platform, including:

• Configuration, administration, governance, and continuous improvement of the Zendesk platform.
• Leading a measurable program of AI-enabled operational efficiencies across service delivery for the Infrastructure and Security teams.
• Maintaining a roadmap, enforcing standards, optimizing workflows, and partnering with stakeholders to improve agent productivity, self-service, and the overall end-user experience.
• Streamlining intake-to-resolution processes, expanding knowledge management, and improving customer service.

Please note: This position can work remotely, with periodic travel to Madison expected throughout the year. Remote candidates must reside in one of the following states: Arizona, Colorado, Illinois, Iowa, Nebraska, New Mexico, New York, Texas, or Wisconsin.

Qualifications

• Associate degree in Information Technology, Computer Science, or equivalent experience.
• 7+ years of experience in service operations, ITSM/service desk operations, or related roles.
• 3+ years of hands-on Zendesk administration experience.
• Demonstrated delivery of measurable operational improvements.
• Strong analytical skills and comfort with service metrics and reporting.
• Proven ability to gather requirements and manage a prioritized backlog.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Strong communication and interpersonal skills.
• Ability to work effectively in a team environment.
• Demonstrated aptitude for learning new technologies.
• Ability to design, document, and maintain effective procedures and processes.
• Capable of maintaining confidentiality regarding information related to WFAA.

Requirements

• Experience implementing AI-enabled support capabilities.
• Experience with Zendesk integrations and/or automation platforms.
• Knowledge management program ownership.
• Familiarity with ITIL/ITSM concepts.
• Certifications (nice-to-have): Zendesk Administration credentials, ITIL Foundation.

Benefits

• Competitive pay.
• Outstanding benefits program, including a generous 10% 401k contribution after one year of service.