Sr Associate, System Administrator at Ingram Micro Distribution GmbH

Taguig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

01 Mar, 26

Salary

0.0

Posted On

01 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Ticketing System Administration, Configuration, Customization, Integration Management, User Support, Training, Data Analysis, Reporting, Security, Compliance, Continuous Improvement, Leadership, Mentorship, Analytical Skills, Communication Skills, Interpersonal Skills

Industry

IT Services and IT Consulting

Description

It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description: Job Description 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. Responsibilities Configuration & Customization 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. Integration Management Manage integrations between the ticketing system and other tools (e.g., CRM, collaboration platforms, monitoring tools) to ensure seamless data flow and maximize efficiency. User Support & Training 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. Data Analysis & Reporting 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. Security & Compliance Implement and maintain security measures and compliance standards within the system to protect sensitive data and meet regulatory requirements (e.g., GDPR, HIPAA). Continuous Improvement 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. Leadership & Mentorship 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. Qualifications 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. 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. Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams. Platform-specific certifications (e.g., Zendesk, ServiceNow, Jira) are a plus. With us, you’ll make technology happen in surprising ways. It’ll be a fun journey! Learn more at http://careers.ingrammicro.com Click Introduce Yourself above to join our talent network! It’s no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world. What’s in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you’re unlikely to find anywhere else. Let’s shape tomorrow.

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Responsibilities

As a Ticketing System Administrator, you will configure, maintain, and optimize the customer support platform. You will collaborate with cross-functional teams to implement best practices and enhance service operations efficiency.