Deskripsi Pekerjaan
Are you a process-driven Operations Engineer with a passion for optimizing ITSM workflows? We are seeking a highly skilled Operations Engineer to take ownership of our Zendesk and Jira ecosystem. In this role, you will act as the bridge between technical support operations and engineering agility, ensuring our internal and external ticketing systems run at peak performance.
You will play a critical role in streamlining service desk operations, automating routine administrative tasks, and fostering a culture of efficient communication across our departments. If you thrive in a fast-paced environment and enjoy transforming complex business requirements into seamless platform configurations, we want to hear from you. We offer a competitive compensation package, comprehensive health insurance, and a culture that values work-life balance through flexible working arrangements.
Tanggung Jawab
- Manage and maintain the end-to-end configuration of Zendesk Support, Guide, and Explore modules.
- Administer Jira Service Management and Jira Software instances to support DevOps and IT workflows.
- Develop and implement automation rules, triggers, and macros to reduce ticket resolution time.
- Collaborate with cross-functional teams to gather requirements and translate them into platform enhancements.
- Monitor platform performance, troubleshoot system issues, and manage API integrations.
- Create and maintain high-quality documentation, user guides, and training materials for stakeholders.
- Analyze support data to identify trends and report on key performance indicators (KPIs).
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 3-5 years of experience in system administration, specifically with Zendesk and Atlassian Jira.
- Proficiency in using Jira Query Language (JQL) and Zendesk Liquid markup.
- Strong understanding of ITSM frameworks (ITIL certification is a major plus).
- Experience with API integrations and webhooks for connecting business tools.
- Excellent analytical, problem-solving, and communication skills.
- Ability to work independently in a dynamic, high-growth environment.