Description
As a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), we deliver innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.
We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.
ABOUT THIS ROLE
As a System Administrator in the CX Services department your role will be to ensure the stability, performance, and continuous improvement of our central servicing platform, currently Zendesk. This role focuses on maintaining platform health, deploying enhancements, and supporting incremental changes that align with our design principles. Working closely with Services Architects, Analysts, business stakeholders, vendors, and platform providers, the System Administrator validates requirements, ensures best-fit solutions, and safeguards consistency across all servicing teams.
ROLES & RESPONSIBILITIES
Feature Deployment & Change Management-
Test and deploy new features and updates that benefit all teams using the platform.
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Carry out testing for incident fixes and enhancements before deployment.
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Support Architects and Analysts in implementing incremental changes based on business requirements.
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Validate that changes made by other contributors (e.g., Analysts) adhere to established design principles and governance standards.
Governance & Design Principles-
Act as a gatekeeper for platform changes, ensuring alignment with overall design principles.
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Maintain consistency in workflows, configurations, and integrations across servicing domains.
Business Engagement & Support-
Liaise between business users, internal systems teams, external vendors, and platform providers to manage production issues, vendor/system releases, and user priorities.
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Engage directly with stakeholders to gather and clarify requirements, ensuring solutions are practical and scalable.
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Work with business users to understand issues and resolve them through configuration changes or guidance.
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Provide first-line support for platform users and guidance on new functionality/features deployed.
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Summarise and highlight important enhancements, proactively identifying risks and business issues.
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Communicate changes, updates, and incident resolutions clearly and promptly to the business, especially during live issues or critical events.
Platform Health & Performance-
Monitor system performance, uptime, and reliability of the central CRM and ticketing system (Zendesk).
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Proactively identify and resolve issues to minimise disruption to business operations.
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Maintain documentation of platform configurations and health metrics.
Reporting & Insights-
Create reports and dashboards for business insights, ensuring accuracy and timeliness.
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Advise on best practices for building reports and dashboards to provide reliable visibility into platform data.
POSITION REQUIREMENTS
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Proven experience as a System Administrator or similar role within CRM or servicing platforms.
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Hands-on experience with CRM platforms (e.g., Zendesk, Salesforce).
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Strong understanding of platform configuration, performance monitoring, and change management.
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Ability to interpret business requirements and translate them into technical solutions.
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Excellent communication skills for engaging with technical and non-technical stakeholders.
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Experience in managing vendor relationships and working with platform providers.
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Familiarity with governance frameworks and design principles for enterprise systems.
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Experience in creating reports and dashboards for business insights
We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
