W2 CONTRACT ONLY
Job ID#:
37484
Title:
Systems Analyst
Duration:
6+ months
Start Date:
ASAP
Location:
Remote
W2/C2C:
W2 Only
Job Description:
As a Support Systems Administrator, you’ll be responsible for day-to-day management of our third-party support platforms, collaborating with support, engineering, and analytics teams. These systems include Zendesk, Amazon Connect, among others. You are a hands-on problem-solver whose role is to support internal teammates in the Customer Experience organization and continuously improve a first class support workflow.
Responsibilities:
- Manage third-party tools and platforms like Zendesk, Amazon Connect, as well as our custom-built tools and scripts for maintaining these systems
- Own maintenance, upgrades, incident response, user and data management and customization of these platforms as part of the CXS Systems team
- Work with cross functional partners, like our Operations and Self-Support teams, to understand their goals and problems, then translate business requirements into technical solutions
- See opportunities and problems in our current workflows and devise and implement creative solutions
- Write documentation and operational playbooks
- Maintain community and monitoring platforms, including Khoros Care and Catchpoint
- Actively develop & update scripts our team use for automating the boring things
- Skilled at configuring, maintaining, and improving CX platforms.
- Can quickly troubleshoot and resolve agent issues.
- Comfortable pulling reports, analyzing trends, and spotting what’s off.
- Always looking for ways to make systems smoother for customers and agents.
- Able to keep setup guides, workflows, and processes tidy and up-to-date.
- Knows how to test, communicate, and roll out updates without chaos.
- Understands permissions, user access, and system security best practices.
- Works easily with CX leaders, IT, and product teams to prioritize work.
Nice-to-haves:
- Scripting skills: (e.g., basic Python, JavaScript, or API experience) for integrations or automations.
- Vendor management: Can manage relationships with software vendors and negotiate licenses.
- Training chops: Loves running training sessions and writing simple how-tos.
- Omnichannel know-how: Understands chatbots, SMS, social support, and voice.
- Quality assurance: Sets up proactive checks so customers hit fewer bumps.
- Love for CX: Deep empathy for customers and the teams supporting them.
- Certifications: Any platform admin certs (e.g., Zendesk Admin, Salesforce Certified Admin).
CX tools: (e.g., Zendesk (preferred), Salesforce Service Cloud, Freshdesk, Intercom, Kustomer)
DeWinter Group and Maris Consulting is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We post pay scales which are based on our client pay ranges. DeWinter, Maris, and our clients have the right to modify the requirements of the role which can impact the pay ranges posted.
