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

Role Description

The Wisconsin Foundation and Alumni Association (WFAA), the private fundraising and alumni relations organization for the University of Wisconsin-Madison, 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.
• 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.

This role partners with other IT teams and business stakeholders to:

• Streamline intake-to-resolution processes.
• Expand knowledge management.
• Improve customer service.
• 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.

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).
• Demonstrated delivery of measurable operational improvements using process, platform, and automation changes.
• Strong analytical skills and comfort working with service metrics and reporting.
• Proven ability to gather requirements, manage a prioritized backlog, and deliver enhancements.
• 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 regarding information related to WFAA and any affiliate organizations.

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 just one year of service.