Service Operations Automation Administrator
Wisconsin Foundation and Alumni Association · Madison, WI · 3 wk ago
ManagementFull-time
We need to output HTML fragment with sections: headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. No Job ID etc. Remove boilerplate. Must preserve all substantive info.
We need to parse the posting.
Key info:
- Organization: Wisconsin Foundation and Alumni Association (WFAA), private fundraising and alumni relations org for UW-Madison.
- Position: Service Operations Automation Administrator.
- Remote work: open to hiring remote, periodic travel to Madison expected. Remote candidates must reside in listed states: Arizona, Colorado, Illinois, Iowa, Nebraska, New Mexico, New York, Texas, or Wisconsin.
- Essential Functions: list of duties under Zendesk Platform Administrator, Automation & AI Enablement, Stakeholder Partnership, Enablement & Change Management.
- Qualifications: Required Qualifications: Associate degree in IT, CS, or equivalent experience. 7+ years experience in service operations, ITSM/service desk, customer support, etc. 3+ years hands-on Zendesk admin (Support required; Guide and Explore strongly preferred) including config of forms/fields, views, groups, roles/permissions, SLAs, triggers, automations, macros. Demonstrated delivery of measurable operational improvements using process, platform, automation changes. Strong analytical skills, comfort with service metrics and reporting (Zendesk Explore, dashboards, KPI definition, trend analysis, translating insights). Proven ability to gather requirements, manage backlog, deliver enhancements with testing, change control, stakeholder communication. Ability to work under pressure, handle multiple tasks. Strong communication/interpersonal skills. Ability to work effectively in team, collaborate cross-functional. Demonstrated aptitude for learning new tech. Ability to design, document, maintain effective procedures, processes, automations. Capable of maintaining confidentiality regarding info related to WFAA and affiliates.
- Other Qualifications: Experience implementing AI-enabled support capabilities (agent assist, ticket summarization, suggested replies, intelligent triage/categorization, chat/virtual agent, auto-knowledge suggestions) with governance and measurement. Experience with Zendesk integrations (APIs, webhooks, marketplace apps) and/or automation platforms (iPaaS, Power Automate, RPA) to orchestrate cross-system workflows. Knowledge management program ownership (governance, article lifecycle, content quality standards, deflection measurement, continuous improvement). Familiarity with ITIL/ITSM concepts (incident/request/problem/change, service catalog, SLAs) and service operations governance. Certifications (nice-to-have): Zendesk Administration credentials, ITIL Foundation.
- Benefits: "We offer competitive pay and an outstanding benefits program, including a generous 10% 401k contribution after just one year of service! Join us and be part of a team that values your growth and well-being. Click here to learn more about our employee benefits!" So we have mention of competitive pay (no specific amount) and benefits program with 10% 401k after one year. Also "outstanding benefits program". We should include Benefits section with that info. Pay section: they mention competitive pay but no specific number; we should not create Pay section if only vague "competitive pay" without specifics? The instruction: "never emit a heading followed by filler/placeholder text (e.g. 'commensurate with experience', 'not specified', 'N/A', 'varies', 'TBD')". "competitive pay" is vague but not exactly placeholder like those; but it's still not a specific number. Might be considered filler? Safer to not include Pay section unless they give a specific number or range. They didn't. So omit Pay.
Schedule: they mention remote work with periodic travel to Madison expected throughout the year. That's schedule info (remote, travel). Could be considered Schedule section. It's specific: remote, periodic travel to Madison. So we can include Schedule.
Benefits: we have specific: outstanding benefits program, generous 10% 401k contribution after one year of service. Also maybe mention "competitive pay" but we avoid Pay section. Benefits section can include that.
About the role: we can have a brief paragraph summarizing role: Service Operations Automation Administrator accountable for end-to-end ownership of Zendesk platform, leading AI-enabled operational efficiencies, etc. That's substantive.
Responsibilities: we can combine the Essential Functions bullet points into a list. Could break into sub-sections? But we just need
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. No Job ID etc. Remove boilerplate. Must preserve all substantive info.
We need to parse the posting.
Key info:
- Organization: Wisconsin Foundation and Alumni Association (WFAA), private fundraising and alumni relations org for UW-Madison.
- Position: Service Operations Automation Administrator.
- Remote work: open to hiring remote, periodic travel to Madison expected. Remote candidates must reside in listed states: Arizona, Colorado, Illinois, Iowa, Nebraska, New Mexico, New York, Texas, or Wisconsin.
- Essential Functions: list of duties under Zendesk Platform Administrator, Automation & AI Enablement, Stakeholder Partnership, Enablement & Change Management.
- Qualifications: Required Qualifications: Associate degree in IT, CS, or equivalent experience. 7+ years experience in service operations, ITSM/service desk, customer support, etc. 3+ years hands-on Zendesk admin (Support required; Guide and Explore strongly preferred) including config of forms/fields, views, groups, roles/permissions, SLAs, triggers, automations, macros. Demonstrated delivery of measurable operational improvements using process, platform, automation changes. Strong analytical skills, comfort with service metrics and reporting (Zendesk Explore, dashboards, KPI definition, trend analysis, translating insights). Proven ability to gather requirements, manage backlog, deliver enhancements with testing, change control, stakeholder communication. Ability to work under pressure, handle multiple tasks. Strong communication/interpersonal skills. Ability to work effectively in team, collaborate cross-functional. Demonstrated aptitude for learning new tech. Ability to design, document, maintain effective procedures, processes, automations. Capable of maintaining confidentiality regarding info related to WFAA and affiliates.
- Other Qualifications: Experience implementing AI-enabled support capabilities (agent assist, ticket summarization, suggested replies, intelligent triage/categorization, chat/virtual agent, auto-knowledge suggestions) with governance and measurement. Experience with Zendesk integrations (APIs, webhooks, marketplace apps) and/or automation platforms (iPaaS, Power Automate, RPA) to orchestrate cross-system workflows. Knowledge management program ownership (governance, article lifecycle, content quality standards, deflection measurement, continuous improvement). Familiarity with ITIL/ITSM concepts (incident/request/problem/change, service catalog, SLAs) and service operations governance. Certifications (nice-to-have): Zendesk Administration credentials, ITIL Foundation.
- Benefits: "We offer competitive pay and an outstanding benefits program, including a generous 10% 401k contribution after just one year of service! Join us and be part of a team that values your growth and well-being. Click here to learn more about our employee benefits!" So we have mention of competitive pay (no specific amount) and benefits program with 10% 401k after one year. Also "outstanding benefits program". We should include Benefits section with that info. Pay section: they mention competitive pay but no specific number; we should not create Pay section if only vague "competitive pay" without specifics? The instruction: "never emit a heading followed by filler/placeholder text (e.g. 'commensurate with experience', 'not specified', 'N/A', 'varies', 'TBD')". "competitive pay" is vague but not exactly placeholder like those; but it's still not a specific number. Might be considered filler? Safer to not include Pay section unless they give a specific number or range. They didn't. So omit Pay.
Schedule: they mention remote work with periodic travel to Madison expected throughout the year. That's schedule info (remote, travel). Could be considered Schedule section. It's specific: remote, periodic travel to Madison. So we can include Schedule.
Benefits: we have specific: outstanding benefits program, generous 10% 401k contribution after one year of service. Also maybe mention "competitive pay" but we avoid Pay section. Benefits section can include that.
About the role: we can have a brief paragraph summarizing role: Service Operations Automation Administrator accountable for end-to-end ownership of Zendesk platform, leading AI-enabled operational efficiencies, etc. That's substantive.
Responsibilities: we can combine the Essential Functions bullet points into a list. Could break into sub-sections? But we just need - for any list of duties/requirements/benefits. So we can have Responsibilities section with
listing duties.
Requirements: maybe we separate Qualifications (required) and Other Qualifications as Skills? But we have headings: Qualifications, Skills. We could put Required Qualifications under Qualifications heading, and Other Qualifications under Skills heading. Or combine. The instruction: Prefer a few substantive sections over many thin ones. So maybe we have sections: About the role, Responsibilities, Qualifications, Benefits, Schedule. That's 5 sections.
Qualifications: include required qualifications and other qualifications (maybe as combined list). But we need to avoid filler. We'll list items.
Benefits: list benefits: outstanding benefits program, generous 10% 401k contribution after one year of service. Could also mention "competitive pay" but we avoid Pay section. Could include "competitive pay" as part of Benefits? Might be okay but it's still vague. Safer to just include the 401k detail.
Schedule: remote work with periodic travel to Madison expected; remote candidates must reside in listed states.
We must not include boilerplate like EEO, legal, etc. Also remove "Click here to learn more about our employee benefits!" (that's application instruction). Also remove "*The Wisconsin Foundation and Alumni Association is the “doing business as” name..." etc.
Now produce HTML fragment.
Structure:
About the role
...
Responsibilities
- ...
...
Qualifications
- ...
...
Benefits
- ...
...
Schedule
...
Make sure no extra whitespace? It's fine.
Now craft content.
About the role paragraph: summarize: The Service Operations Automation Administrator owns end-to-end Zendesk platform configuration, administration, governance, and continuous improvement; leads AI-enabled operational efficiencies for Infrastructure and Security teams; maintains roadmap, enforces standards, optimizes workflows, partners with stakeholders to improve agent productivity, self-service, and end-user experience; works with IT and business teams to streamline intake-to-resolution, expand knowledge management, improve customer service, implement practical automation using Zendesk and approved AI platforms.
Now Responsibilities list: break down essential functions into items.
From Zendesk Platform Administrator:
- Own the Zendesk product roadmap, balancing usability, scalability, governance, speed, and evolving operational priorities.
- Administer and optimize all core Zendesk components, including queues/views, routing, forms, fields, SLAs, triggers, automations, macros, templates, roles, permissions, reporting, and environment hygiene.
- Define and enforce standards for categorization, tagging, and data quality to improve triage efficiency, automation effectiveness, and reporting accuracy.
- Serve as primary point of contact for platform health, upgrades, feature adoption, vendor coordination, and license and utilization management.
- Maintain platform governance and controls, including role-based access, data hygiene, auditability, and system reliability across environments and configurations.
- Ensure workflows, data handling, and configurations align with organizational, privacy, security, and regulatory requirements in partnership with Security & Compliance.
- Own and enhance integrations between Zendesk and key collaboration, telephony, identity, and business systems to ensure end-to-end visibility, accurate data flow, and reliable routing.
- Manage Zendesk-related vendor relationships, including support escalations, renewals, and roadmap alignment to drive timely issue resolution and value realization.
- Design, govern, and continuously improve knowledge management and self-service capabilities (Zendesk Guide / Help Center), including content standards, publishing workflows, search optimization, ticket deflection, and KPI reporting.
- Define operational KPIs and build dashboards (Zendesk Explore and/or BI tools) for volume, backlog health, SLA attainment, cycle time/aging, reopen rate, deflection, and top ticket drivers.
Automation & AI Enablement:
- Identify, prioritize, and deliver automation opportunities in Zendesk (triggers, automations, macros, routing logic) and adjacent tools to reduce manual effort and increase consistency.
- Implement Zendesk AI capabilities where available (e.g., agent assist features such as ticket summaries and suggested replies; intelligent triage/categorization) with clear guardrails, human-in-the-loop controls, and quality validation.
- Evaluate, pilot, and operationalize approved AI platforms to automate repeatable operational work (ticket summarization, response drafting, knowledge creation workflows, intake normalization) while meeting privacy, security, and compliance requirements.
- Maintain an automation lifecycle and backlog (intake → feasibility → pilot → release → measurement), including documentation, rollback plans, and training.
- Measure automation impact (hours saved, deflection, improved first-response/resolution time, reduced reopens/escalations) and continuously iterate based on performance data.
Stakeholder Partnership, Enablement & Change Management:
- Partner with operational teams and business stakeholders to gather requirements, translate needs into platform designs, and align priorities to service outcomes.
- Lead change adoption: communications, training, office hours, documentation, and agent coaching to ensure consistent use of workflows, forms, and knowledge standards.
- Develop and maintain runbooks, configuration documentation, and playbooks for Zendesk administration, release management, and operational processes.
- Mentor and enable other administrators and specialists (as applicable), providing standards, training, and coaching to improve platform consistency and operational maturity.
We can combine into a single list.
Qualifications list: include required qualifications and other qualifications.
Required:
- Associate degree in Information Technology, Computer Science, or equivalent experience.
- 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) including configuration of ticket forms/fields, views, groups, roles/permissions, SLAs, triggers, automations, and macros.
- Demonstrated delivery of measurable operational improvements (e.g., reduced cycle time, reduced ticket volume, improved SLA attainment, improved deflection or first-contact resolution) using process, platform, and automation changes.
- Strong analytical skills and comfort working with service metrics and reporting (Zendesk Explore, dashboards, KPI definition, trend analysis, translating insights into prioritized actions).
- Proven ability to gather requirements, manage a prioritized backlog, and deliver enhancements with appropriate testing, change control, and stakeholder communication.
- 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 and responsibility regarding information related to WFAA and any affiliate organizations.
Other Qualifications:
- Experience implementing AI-enabled support capabilities (e.g., agent assist, ticket summarization, suggested replies, intelligent triage/categorization, chat/virtual agent, auto-knowledge suggestions) with governance and measurement.
- Experience with Zendesk integrations (APIs, webhooks, marketplace apps) and/or automation platforms (e.g., iPaaS, Power Automate, RPA) to orchestrate cross-system workflows.
- Knowledge management program ownership (governance, article lifecycle, content quality standards, deflection measurement, and continuous improvement).
- Familiarity with ITIL/ITSM concepts (incident/request/problem/change, service catalog, SLAs) and service operations governance.
- Certifications (nice-to-have):
- listing duties.
Requirements: maybe we separate Qualifications (required) and Other Qualifications as Skills? But we have headings: Qualifications, Skills. We could put Required Qualifications under Qualifications heading, and Other Qualifications under Skills heading. Or combine. The instruction: Prefer a few substantive sections over many thin ones. So maybe we have sections: About the role, Responsibilities, Qualifications, Benefits, Schedule. That's 5 sections.
Qualifications: include required qualifications and other qualifications (maybe as combined list). But we need to avoid filler. We'll list items.
Benefits: list benefits: outstanding benefits program, generous 10% 401k contribution after one year of service. Could also mention "competitive pay" but we avoid Pay section. Could include "competitive pay" as part of Benefits? Might be okay but it's still vague. Safer to just include the 401k detail.
Schedule: remote work with periodic travel to Madison expected; remote candidates must reside in listed states.
We must not include boilerplate like EEO, legal, etc. Also remove "Click here to learn more about our employee benefits!" (that's application instruction). Also remove "*The Wisconsin Foundation and Alumni Association is the “doing business as” name..." etc.
Now produce HTML fragment.
Structure:
- ... ...
- ... ...
- ... ...
About the role
...
Responsibilities
Qualifications
Benefits
Schedule
...
Make sure no extra whitespace? It's fine. Now craft content. About the role paragraph: summarize: The Service Operations Automation Administrator owns end-to-end Zendesk platform configuration, administration, governance, and continuous improvement; leads AI-enabled operational efficiencies for Infrastructure and Security teams; maintains roadmap, enforces standards, optimizes workflows, partners with stakeholders to improve agent productivity, self-service, and end-user experience; works with IT and business teams to streamline intake-to-resolution, expand knowledge management, improve customer service, implement practical automation using Zendesk and approved AI platforms. Now Responsibilities list: break down essential functions into items. From Zendesk Platform Administrator: - Own the Zendesk product roadmap, balancing usability, scalability, governance, speed, and evolving operational priorities. - Administer and optimize all core Zendesk components, including queues/views, routing, forms, fields, SLAs, triggers, automations, macros, templates, roles, permissions, reporting, and environment hygiene. - Define and enforce standards for categorization, tagging, and data quality to improve triage efficiency, automation effectiveness, and reporting accuracy. - Serve as primary point of contact for platform health, upgrades, feature adoption, vendor coordination, and license and utilization management. - Maintain platform governance and controls, including role-based access, data hygiene, auditability, and system reliability across environments and configurations. - Ensure workflows, data handling, and configurations align with organizational, privacy, security, and regulatory requirements in partnership with Security & Compliance. - Own and enhance integrations between Zendesk and key collaboration, telephony, identity, and business systems to ensure end-to-end visibility, accurate data flow, and reliable routing. - Manage Zendesk-related vendor relationships, including support escalations, renewals, and roadmap alignment to drive timely issue resolution and value realization. - Design, govern, and continuously improve knowledge management and self-service capabilities (Zendesk Guide / Help Center), including content standards, publishing workflows, search optimization, ticket deflection, and KPI reporting. - Define operational KPIs and build dashboards (Zendesk Explore and/or BI tools) for volume, backlog health, SLA attainment, cycle time/aging, reopen rate, deflection, and top ticket drivers. Automation & AI Enablement: - Identify, prioritize, and deliver automation opportunities in Zendesk (triggers, automations, macros, routing logic) and adjacent tools to reduce manual effort and increase consistency. - Implement Zendesk AI capabilities where available (e.g., agent assist features such as ticket summaries and suggested replies; intelligent triage/categorization) with clear guardrails, human-in-the-loop controls, and quality validation. - Evaluate, pilot, and operationalize approved AI platforms to automate repeatable operational work (ticket summarization, response drafting, knowledge creation workflows, intake normalization) while meeting privacy, security, and compliance requirements. - Maintain an automation lifecycle and backlog (intake → feasibility → pilot → release → measurement), including documentation, rollback plans, and training. - Measure automation impact (hours saved, deflection, improved first-response/resolution time, reduced reopens/escalations) and continuously iterate based on performance data. Stakeholder Partnership, Enablement & Change Management: - Partner with operational teams and business stakeholders to gather requirements, translate needs into platform designs, and align priorities to service outcomes. - Lead change adoption: communications, training, office hours, documentation, and agent coaching to ensure consistent use of workflows, forms, and knowledge standards. - Develop and maintain runbooks, configuration documentation, and playbooks for Zendesk administration, release management, and operational processes. - Mentor and enable other administrators and specialists (as applicable), providing standards, training, and coaching to improve platform consistency and operational maturity. We can combine into a single list. Qualifications list: include required qualifications and other qualifications. Required: - Associate degree in Information Technology, Computer Science, or equivalent experience. - 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) including configuration of ticket forms/fields, views, groups, roles/permissions, SLAs, triggers, automations, and macros. - Demonstrated delivery of measurable operational improvements (e.g., reduced cycle time, reduced ticket volume, improved SLA attainment, improved deflection or first-contact resolution) using process, platform, and automation changes. - Strong analytical skills and comfort working with service metrics and reporting (Zendesk Explore, dashboards, KPI definition, trend analysis, translating insights into prioritized actions). - Proven ability to gather requirements, manage a prioritized backlog, and deliver enhancements with appropriate testing, change control, and stakeholder communication. - 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 and responsibility regarding information related to WFAA and any affiliate organizations. Other Qualifications: - Experience implementing AI-enabled support capabilities (e.g., agent assist, ticket summarization, suggested replies, intelligent triage/categorization, chat/virtual agent, auto-knowledge suggestions) with governance and measurement. - Experience with Zendesk integrations (APIs, webhooks, marketplace apps) and/or automation platforms (e.g., iPaaS, Power Automate, RPA) to orchestrate cross-system workflows. - Knowledge management program ownership (governance, article lifecycle, content quality standards, deflection measurement, and continuous improvement). - Familiarity with ITIL/ITSM concepts (incident/request/problem/change, service catalog, SLAs) and service operations governance. - Certifications (nice-to-have):