Overview
Skills
Job Details
Position: Application Administrator
Duration: 12+ Months Contract (Extendable/Possible Conversion)
Location: Los Angeles CA 90064 (Hybrid - Need locals within 40 miles)
About the job
As an Application Administrator, you will work closely with the Product and Engineering team, external software vendors and Client Partners to deliver innovative solutions that enhance agent efficiency and elevate the people experience. In this role, you will own the configuration, maintenance, and optimization of our application instances and user permissions across both third-party and internal tooling.
Your knowledge on different CRM tools and SaaS integrations will help you find the best solutions for Player Support. You'll ensure seamless operational support, lead strategic initiatives, and champion solutions that align with Player Supports long-term goals.
Responsibilities:
Third Party & Internal Tools Management: Oversee the configuration, customization, and maintenance of our Support Tooling instances, inclusive of Knowledge Management Tools, Support CRMs, and internal tooling for user permissions, application management, ticket routing, and automation rules.
License Auditing: Manage Application licenses and subscriptions, ensuring optimal utilization and cost-effectiveness.
Vendor Management: Strategically manage third party tech service providers to ensure the effective delivery of service features and oversee vendor relationships. Ensure that the vendors have consolidated feedback about our use cases and that improvements are being addressed in Vendor Roadmaps.
Strategic Management: Develop and execute strategic plans for Tooling Vendor Management, collaborating with cross-functional teams to improve player support processes, agent efficiency, and enabling operational users, making data-driven decisions to enhance utilization of third party & internal player support tools.
Compliance and Security: Ensure that our third party tech configurations adhere to security and compliance standards, including data protection regulations.
Mentorship: Provide individualized mentorship to a team of partner tooling administrators, helping to set goals and support the local player support partner site administration of player support tool utilization.
Must Have
A collaborative team member
Administrator of the CRM
Analytical Problem Solving
Certifications: Zendesk Administrator
Intercom
Nice To Have
Certifications in ITIL
Experience with platforms like; Google Workspace, Jira and Slack.
Required Qualifications:
5 years of CRM Application Administration experience (Zendesk, Salesforce, Intercom, etc)
Deep expertise in customer service technology platforms, including CRM, CMS, Knowledge Management, and QA systems. (Experience with Zendesk, Guru, and Stella is a plus.)
Bachelor's degree in a related field, or equivalent professional experience.
Skilled in best practices for configuration, automation, and reporting within customer service platforms.
Direct experience leading a CRM migration program from planning through implementation.
Exceptional problem-solving skills with strong attention to detail.
Highly collaborative, with excellent communication skills for working across cross-functional teams.
Solid understanding of global data security and compliance standards.
Desired Qualifications or Experience:
Programming experience
Experience with Slack Workflows
ITIL Framework