System Analyst

Position Summary

We're looking for a proactive Support Systems Administrator to oversee and optimize our third-party customer support platforms. You'll work closely with teams across support, engineering, and analytics to ensure our tools-such as Zendesk and Amazon Connect-run smoothly and support a world-class customer experience. This is a hands-on role focused on empowering internal teams and continuously refining support workflows.

What You'll Do

• Administer and maintain platforms like Zendesk, Amazon Connect, and internal tools/scripts used to support these systems.
• Handle platform upgrades, incident resolution, user/data management, and customization as part of the CXS Systems team.
• Collaborate with Operations and Self-Support teams to translate business needs into technical solutions.
• Identify inefficiencies in current workflows and implement creative, scalable improvements.
• Develop and maintain documentation and operational playbooks.
• Support and manage community and monitoring tools such as Khoros Care and Catchpoint.
• Build and update automation scripts to streamline repetitive tasks.

What You Bring

• Hands-on experience with customer support platforms (e.g., Zendesk preferred, Salesforce Service Cloud, Freshdesk, Intercom, Kustomer).
• Strong skills in configuring, maintaining, and enhancing CX systems.
• Ability to troubleshoot and resolve user issues quickly.
• Comfortable generating reports, analyzing data, and identifying anomalies.
• Passion for improving processes to enhance customer and agent experiences.
• Organized and detail-oriented with a knack for keeping documentation current.
• Experience managing change effectively-testing, communicating, and rolling out updates smoothly.
• Solid understanding of system security, user permissions, and access controls.
• Collaborative mindset with the ability to work across CX, IT, and product teams.

Bonus Skills

• Basic scripting knowledge (e.g., Python, JavaScript, or API integrations).
• Experience managing vendor relationships and software licensing.
• Enjoys leading training sessions and writing user-friendly guides.
• Familiarity with omnichannel support tools (chatbots, SMS, social media, voice).
• Proactive approach to quality assurance and customer experience monitoring.
• Deep empathy for both customers and internal support teams.
• Relevant certifications (e.g., Zendesk Admin, Salesforce Certified Admin).

Impellam Group and its brands are equal-opportunity employers committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, pregnancy or maternity, national origin, age, disability, veteran status, or any other factor determined to be unlawful under applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application, interview process, pre-employment activity, and the performance of crucial job functions.

If you require additional disability considerations, modifications, or adjustments please let us know by contacting HR-InfoImpellamNA@impellam.com or fill out this form to request accommodations.