Systems Administrator (Zendesk)

Ingram Micro•Buffalo, NY

2d•Remote

About The Position

Accelerate your career. Join the organization that's driving the world's technology and shape the future. Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey! We are a dynamic and innovative technology-driven company committed to delivering exceptional customer experiences. We are seeking a talented System Administrator to join our team and drive excellence in customer support operations. As a Ticketing System Administrator, you will play a critical role in configuring, maintaining, and optimizing our customer support platform to meet the needs of both customers and internal stakeholders. You will collaborate closely with cross-functional teams to implement best practices, streamline workflows, and enhance the overall efficiency of our service operations.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
Proven experience as a Ticketing System Administrator (experience with platforms such as Zendesk, ServiceNow, Freshdesk, Jira Service Management, or similar).
Strong understanding of ticketing workflows, lifecycle management, and reporting.
Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.

Nice To Haves

Experience with APIs, scripting languages (e.g., JavaScript, Python), or integration tools (e.g., Zapier, Workato) is preferred.
Strong analytical skills with the ability to translate data into actionable insights.
Platform-specific certifications (e.g., Zendesk, ServiceNow, Jira) are a plus.

Responsibilities

Configure the ticketing system according to business requirements, including ticket forms, workflows, triggers, automations, and SLAs.
Customize the platform to align with branding, usability, and user experience standards.
Manage integrations between the ticketing system and other tools (e.g., CRM, collaboration platforms, monitoring tools) to ensure seamless data flow and maximize efficiency.
Provide support and training to end-users and stakeholders on system functionality, best practices, and troubleshooting.
Develop documentation and training materials to support adoption and consistent usage.
Build and maintain reports and dashboards to track key performance metrics (e.g., ticket volume, response/resolution times, customer satisfaction).
Analyze data to identify trends, insights, and opportunities for improvement.
Implement and maintain security measures and compliance standards within the system to protect sensitive data and meet regulatory requirements (e.g., GDPR, HIPAA).
Proactively identify opportunities to enhance functionality and efficiency through process improvements, automation, and system enhancements.
Stay current with industry best practices and emerging technologies in customer support platforms.
Provide guidance and mentorship to junior administrators or support staff on system configurations, customizations, and best practices.
Foster a culture of knowledge sharing and continuous learning within the team.