Analyst, Tools & Systems Administration

<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 Analyst to support and continuously improve the tooling ecosystem that powers Roblox's Safety, Privacy, Trust & Safety, and Support Operations teams. In this role, you will work at the intersection of operations and technology, helping scale tooling, improve operational workflows, and ensure agents across global vendor sites have the tools they need to operate efficiently.</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 contribute to building and maintaining a robust suite of agent tooling by supporting systematic changes, identifying improvement opportunities, and delivering exceptional service to internal stakeholders. </p> <p><strong>Work Schedule :</strong> This role is currently aligned to a 2:00 PM to 11:00 PM IST schedule. As part of supporting a 24×7 operational environment, working hours may change based on business requirements, and you should be flexible to work across rotational shifts, including weekends and holidays, as needed.</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>Configure and maintain queue and routing systems that improve agent efficiency and support global operations.</li> <li>Partner with Operations, Product, and Engineering teams to translate business requirements into tooling enhancements.</li> <li>Know the basics of building and maintaining 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>Identify, troubleshoot, and resolve tooling issues while following established incident management processes.</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> </p> <p><strong>YOU HAVE</strong></p> <p><strong>Required</strong></p> <ul> <li>3+ years of experience in tools and systems administration or application support, with a strong focus on end-user and agent-facing support.</li> <li>2+ years of hands-on experience working with one or more CRM, IVR, LMS, Knowledge Management, or customer support platforms (For eg. Zendesk, Freshdesk etc).</li> <li>2+ years of managing third-party tools and API-based workflows.</li> <li>Ability to use data to identify opportunities and support process improvements that enhance operational efficiency.</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>Experience using automation or AI-assisted tools to streamline workflows, triage issues, or improve agent efficiency.</li> </ul> <p><strong>Preferred</strong></p> <ul> <li>Experience working in Trust & Safety, Content Moderatio