Senior Analyst, Tools and Systems Administrator

As a Senior Analyst, Tools and Systems Administrator at Roblox, you will be responsible for managing the implementation and innovation of tooling initiatives across the Operations teams. Your key responsibilities include: - Administering and configuring applications such as Zendesk, Absorb, Qualtrics, JIRA, and other 3rd party and internally developed tools to support 24/7 operations. - Analyzing and translating business requirements into technical requirements, coordinating with operations teams to evaluate new functionality and implement tooling. - Supporting vendor team onboarding and off-boarding, including account creation, access provisioning, and setup and troubleshooting of provisioned tools. - Responding to and resolving ad-hoc tickets from internal and vendor-facing teams via Jira, monitoring Slack pings, emails, and collaborating with global operational teams. - Working proactively with internal and external teams to identify, analyze, and resolve tool-related issues before problems arise, ensuring all incident management protocols are diligently followed. - Maintaining detailed documentation and providing regular reports on configuration, experience, and support activities. Qualifications required for this role: - 7+ years of experience in tools and systems administration with a focus on end-user support, along with 2+ years of experience with CRM, IVR, LMS, Knowledge Management tools, live channel support systems, integrations, and database administration. - 2+ years of experience owning the end-to-end implementation, instrumentation, and integration of front and back-office applications. - The ability to use data to identify and lead decision-making for process improvements that enhance operational efficiencies. - Experience collaborating and communicating technical information clearly to management, product development teams, and both technical and non-technical users. - Leveraged AI/LLM based tools to solve complex problems. In addition to the above responsibilities and qualifications, as a Senior Analyst at Roblox, you will be working towards shaping the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone. Roblox is on a mission to connect a billion people with optimism and civility, and you will play a crucial role in achieving this vision. Roblox is committed to providing equal employment opportunities and prohibits discrimination and harassment of any type. The company also provides reasonable accommodations to candidates with qualifying disabilities or religious beliefs during the recruiting process. As a Senior Analyst, Tools and Systems Administrator at Roblox, you will be responsible for managing the implementation and innovation of tooling initiatives across the Operations teams. Your key responsibilities include: - Administering and configuring applications such as Zendesk, Absorb, Qualtrics, JIRA, and other 3rd party and internally developed tools to support 24/7 operations. - Analyzing and translating business requirements into technical requirements, coordinating with operations teams to evaluate new functionality and implement tooling. - Supporting vendor team onboarding and off-boarding, including account creation, access provisioning, and setup and troubleshooting of provisioned tools. - Responding to and resolving ad-hoc tickets from internal and vendor-facing teams via Jira, monitoring Slack pings, emails, and collaborating with global operational teams. - Working proactively with internal and external teams to identify, analyze, and resolve tool-related issues before problems arise, ensuring all incident management protocols are diligently followed. - Maintaining detailed documentation and providing regular reports on configuration, experience, and support activities. Qualifications required for this role: - 7+ years of experience in tools and systems administration with a focus on end-user support, along with 2+ years of experience with CRM, IVR, LMS, Knowledge Management tools, live channel support systems, integrations, and database administration. - 2+ years of experience owning the end-to-end implementation, instrumentation, and integration of front and back-office applications. - The ability to use data to identify and lead decision-making for process improvements that enhance operational efficiencies. - Experience collaborating and communicating technical information clearly to management, product development teams, and both technical and non-technical users. - Leveraged AI/LLM based tools to solve complex problems. In addition to the above responsibilities and qualifications, as a Senior Analyst at Roblox, you will be working towards shaping the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone. Roblox is on a mission to connect a billion people with optimism and civi