Systems Administrator – Documentation & Operations Support

About the role

The Systems Administrator will ensure smooth operation of internal tools, maintain accurate documentation, and support day‑to‑day IT inquiries. This role blends documentation, operations support, and technical scripting to keep the organization’s workflows efficient.

Key responsibilities

• Update and maintain the Ticketing User Guide and training materials for the Employee Self Service portal.
• Maintain the Admin Wiki, ensuring content accuracy, consistent formatting, and version control.
• Manage incoming support emails, convert them into Zoho Desk tasks, and route them to appropriate teams.
• Assist with inventory system updates, device/asset record validation, and reporting.
• Provide basic troubleshooting for form issues, access concerns, and workflow clarifications.
• Monitor daily task queues, flag SLA warnings, and escalate when necessary.
• Support scripting and customization in Zoho Desk, including field updates, automation rule adjustments, and workflow configurations.
• Conduct UAT testing of new features, document bugs, and contribute to process improvements.
• Help build small utilities to streamline admin operations and support integration tasks between Zoho Desk and related systems.
• Participate in meetings, brainstorming sessions, and cross‑functional collaborations.

Required profile

• Comfortable working in a fast‑paced, results‑oriented environment.
• Strong attention to detail and ability to produce clear, consistent documentation.
• Excellent coordination skills to work with multiple internal teams.
• Proactive attitude with a willingness to learn and improve automation processes.

Required skills

• Zoho Desk
• Scripting (generic, for field updates and automation)
• Automation rule configuration
• Workflow configuration
• CI/CD concepts for extensions
• UAT testing