Associate Systems Administrator, Zendesk Fri Mar 30 02:00:00 CDT 2018 Renton, WA 461902200 1264 Wizards of the Coast 1 Employee <p><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Wizards of the Coast, a subsidiary of Hasbro, Inc., and the world&#39;s largest publisher of adventure games, including Magic: The Gathering&reg; Trading Card Game and Dungeons &amp; Dragons&reg; Roleplaying Games has an exciting opportunity for an Associate Business System Administrator who specializes in Zendesk,&nbsp;to join our Business Systems Operations team.</span></span></p> <p>&nbsp;</p> <p><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">WHAT IS THIS ROLE ALL ABOUT?<br /> This position is focused on providing technical administration support for business tools and applications worldwide with an emphasis on the Zendesk CRM. The Associate Business System Administrator will be responsible for implementing new features and functionality, working with internal customers on customization projects and resolve technical issues in support of expanding our Zendesk CRM adoption company wide.This includes development and support of Zendesk Multibranded Help Centers, client configurations and custom analytics.&nbsp; When not working on the CRM, other responsibilities will be spread across our full suite of tools, applications, and software used by teams to develop and support Wizards products. This role will also assist the System Administrators to find efficient solutions to meet business partner needs. This includes, but is not limited to, Oracle Service Cloud, JIRA, Confluence, QAsymphony, Five9, Zendesk and internally built systems.&nbsp;</span></span><br /> &nbsp;</p> <p><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">As an Associate Business System Administrator, you will be expected to develop a working knowledge of the tools, applications, and software serving all product development and support teams. This role will work closely with the Business Systems Administrators and Producer, Software Developers, System Engineers, Deskside and Operations Support Teams. This position requires a self-motivated employee who has a strong passion for improving customer experiences and a drive for efficiency and process improvement.<br /> &nbsp;<br /> DAY TO DAY RESPONSIBILITIES FOR THIS WIZARD<br /> Delivery - Production Management</span></span></p> <ul> <li>Full technical integration of our customer engagement platform into a customer&rsquo;s support environment to include website changes, widget implementation, API integration, CRM workflow configuration and reporting configurations.</li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Perform initial troubleshooting; technical support; change management and maintenance of third party and in house developed systems or applications in both production and test environments including Upgrades and Data Migration.&nbsp;</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Escalate tickets as necessary following escalation procedures to meet established SLAs.&nbsp;</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Complete pre-identified enhancements and configurations for supported Enterprise Business Solutions applications.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Maintain control of access rights, security settings and user privileges for supported Enterprise Business Solutions applications.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Configure Wizards player event scheduling and rules with NA and international offices in appropriate software.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Ensure comprehensive system and PII data integrity, including system security.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Work cross-functionally to implement new or enhanced features to improve Customer Service/Support.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Assist Core Services, Live Operations, Game Support, Technical Services, Hasbro, Hasbro EU, and other Wizards corporate projects when assigned.</span></span></li> </ul> <p><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Planning - Elaboration</span></span></p> <ul> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Assist Business System Administrators to facilitate understanding of the tools, applications, and software needed to support product development and operational support as assigned.&nbsp;</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Support development and maintenance of technology standards, policies and procedures to support technology roadmap.&nbsp;</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Assist cross-functionally to implement new or enhanced features to improve Customer Service/Support.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Assist with workflow/process design, best practice education and administration of all Enterprise Business solutions when assigned.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Create/update team processes and procedures as necessary.</span></span></li> </ul> <p><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Problem Solving&nbsp;</span></span></p> <ul> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Candidate will be required to frequently troubleshoot system issues including, but not limited to, error codes, access issues, workflow concerns and site down reports ranging on Severity levels. They will be expected to identify, recommend and implement fixes/workarounds for all issues. They will work with either internal teams or external vendors to address the problems.&nbsp;</span></span></li> </ul> <p>&nbsp;</p> <p><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">AM I QUALIFIED?</span></span></p> <ul> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">1 year of System or Application Administration experience/ education preferred.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">2 years of experience in Customer Service or Help Desk desirable.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Strong Knowledge of HTML, XML, JSON, JavaScript, and Experience with RESTful API required.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Understanding of how SaaS integrations work.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Experience troubleshooting in a SaaS environment.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Understanding administration of CRM applications (Salesforce, Zendesk, Oracle, etc).</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Knowledge of Atlassian Tools desirable.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Previous work experience with SQL or other databases desirable.</span></span></li> </ul> <p><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Knowledge, Abilities and Characteristics of the Ideal Wizard:</span></span></p> <ul> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Strong Project Management skills desirable.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Ability to create and deliver status reports and dashboards.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Working knowledge of MS Office 365 and Visio.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Strong verbal and written communication skills.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Effective time-management skills and the ability to prioritize work assignments.</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">High level of customer focus and service excellence.&nbsp;</span></span></li> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Strong analytical thinking and problem solving skills.</span></span></li> </ul> <p>&nbsp;</p> <p><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Physical Requirements:&nbsp;</span></span></p> <ul> <li><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">Office environment, able to work on computer or phone for long periods of time.</span></span></li> </ul> <p><br /> <span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;"><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">We are an Equal Opportunity / Affirmative Action Employer.</span></span></span></span></p> <p><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">The above is intended to describe the general content of and the requirements for satisfactory performance in this position.&nbsp; It is not to be construed as an exhaustive statement of the duties, responsibilities, or requirements of the position.</span></span></p> <p><span style="font-size: 12px;"><span style="font-family: Arial, Helvetica, sans-serif;">@ID:1264@Job Category:Technology@Location:98057@Employment Type:Regular@</span></span></p> <p><span style="font-size:12.0px"><span style="font-family:Arial, Helvetica, sans-serif"><a href="http://www.hasbro.com"><font color="#0066cc">Hasbro</font></a> (NASDAQ: HAS) is a global play and entertainment company committed to <em>Creating the World's Best Play Experiences.</em> From toys and games to television, movies, digital gaming and consumer products, Hasbro offers a variety of ways for audiences to experience its iconic brands, including NERF, MY LITTLE PONY, TRANSFORMERS, PLAY-DOH, MONOPOLY, LITTLEST PET SHOP and MAGIC: THE GATHERING, as well as premier partner brands. Through Hasbro Studios and its film labels, Allspark Pictures and Allspark Animation, the Company is building its brands globally through great storytelling and content on all screens. Hasbro is committed to making the world a better place for children and their families through corporate social responsibility and philanthropy. Hasbro ranked No. 1 on the 2017 100 Best Corporate Citizens list by <em>CR Magazine</em>, and has been named one of the World’s Most Ethical Companies® by <em>Ethisphere Institute</em> for the past six years. Learn more at <a href="http://cts.businesswire.com/ct/CT?id=smartlink&url=http%3A%2F%2Fwww.hasbro.com%2F&esheet=51120871&newsitemid=20150609006722&lan=en-US&anchor=www.hasbro.com&index=3&md5=1a3366471408237a95829a1b6adeae14" target="_blank"><font color="#0066cc">www.hasbro.com</font></a>, and follow us on Twitter (<a href="http://cts.businesswire.com/ct/CT?id=smartlink&url=https%3A%2F%2Ftwitter.com%2FHasbro&esheet=51120871&newsitemid=20150609006722&lan=en-US&anchor=%40Hasbro&index=4&md5=b213f22250cedb45acf2c04f724b17b5" target="_blank"><font color="#0066cc">@Hasbro</font></a> & <a href="http://cts.businesswire.com/ct/CT?id=smartlink&url=https%3A%2F%2Ftwitter.com%2FHasbroNews&esheet=51120871&newsitemid=20150609006722&lan=en-US&anchor=%40HasbroNews&index=5&md5=c1a66130b69a7e63ed868a76e3fc7bc8" target="_blank"><font color="#0066cc">@HasbroNews</font></a>) and Instagram (<a href="https://instagram.com/hasbro/?hl=en" target="_blank"><font color="#0066cc">@Hasbro</font></a>).</span></span></p>

Associate Systems Administrator, Zendesk

We're sorry - this posting is no longer available.

Date: Mar 30, 2018

Requisition ID: 1264