Senior Analyst, Tools and Systems Administrator

<div class="content-intro"><p><span style="font-weight: 400;">Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators. </span></p> <p><span style="font-weight: 400;">At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device.</span><strong> </strong><span style="font-weight: 400;">We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there. </span></p> <p><span style="font-weight: 400;">A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone.</span></p></div><p>We are seeking a highly motivated Senior Analyst to own and evolve a best-in-class tooling ecosystem that powers Roblox's Safety, Privacy, Trust & Safety, and Support Operations teams. In this role, you will sit at the intersection of operations and technology — driving systematic improvements, scaling tooling infrastructure, and ensuring agents across global vendor sites have the tools they need to operate efficiently and safely at Roblox's scale.</p> <p>You will join a growing team of administrators, incident managers, and product support specialists in India, providing comprehensive tooling and admin support to our global operations teams. You will help build a premier suite of agent tooling by managing systematic changes, identifying improvements, and delivering exceptional service to our internal customers.</p> <p> </p> <p><strong>You will</strong></p> <ul> <li>Administer and configure applications — including Zendesk, Absorb, JIRA, and other third-party and internally developed tools — to support 24/7 operations across multiple vendor sites.</li> <li>Design and implement queue and routing systems that reduce agent decision fatigue, enable quality support interactions, and support seamless multi-site operations.</li> <li>Analyze and translate business requirements into technical requirements, coordinating with Operations, Product, and Engineering teams to evaluate new functionality and implement tooling improvements.</li> <li>Build and maintain reporting dashboards that surface actionable insights for operational leadership, including agent productivity, adherence, efficiency, and site-level performance metrics.</li> <li>Create automated reporting and feedback loops that support continuous improvement across tooling and operations workflows.</li> <li>Work proactively with internal and external teams to identify, analyze, and resolve tool-related issues before they escalate — following all incident management protocols diligently.</li> <li>Support vendor team onboarding and offboarding, including account creation, access provisioning, and setup and troubleshooting of provisioned tools.</li> <li>Maintain detailed documentation and provide regular reports on system configuration, changes, and support activities.</li> </ul> <p><strong><br>You Have</strong></p> <p>Required</p> <ul> <li>7+ years of experience in tools and systems administration, with a strong focus on end-user and agent-facing support.</li> <li>2+ years of hands-on experience with CRM, IVR, LMS, and Knowledge Management tools, live channel support systems, integrations, and database administration — with Zendesk or similar tools as the familiar platform.</li> <li>2+ years of end-to-end ownership of implementation, instrumentation, and integration of front and back-office applications.</li> <li>Experience integrating third-party tools and managing API-based workflows.</li> <li>Ability to use data to identify and lead decision-making for process improvements that enhance operational efficiencies.</li> <li>Experience collaborating with and communicating technical information clearly to both technical and non-technical partners — including Engineering, Product, and Operations leadership.</li> <li>Demonstrated experience leveraging AI/LLM-based tools to automate workflows, triage issues, or improve agent efficiency — with an appetite to push further.</li> </ul> <p>Preferred</p> <ul> <li>Experience working in Trust & Safety, Con