Operation System Management Associate

What You Will Do:

• Administer and configure ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Freshdesk, JIRA) to support operational and cross-departmental needs.
• Design, implement, and optimize workflows, automations, triggers, macros, SLAs, and business rules within support systems.
• Integrate multi-channel communication platforms (WhatsApp, Telegram, Instagram, Facebook/Meta, email, chat) into unified ticketing systems.
• Analyze operational processes and identify opportunities for automation and efficiency improvements.
• Collaborate with Operations, Customer Support, Product, and other stakeholders to gather requirements and translate them into system solutions.
• Support daily operations by troubleshooting system issues, handling tool-related requests, and ensuring minimal downtime.
• Maintain and improve CTI (Computer Telephony Integration) and ticketing platforms.
• Develop dashboards and reports (within ticketing tools and BI platforms like Tableau, Metabase) to monitor SLA, performance, and operational KPIs.
• Conduct root cause analysis (RCA) for recurring operational issues and propose scalable solutions.
• Manage system documentation, WI’s, and knowledge base related to operational tools.
• Ensure data integrity, system security, and compliance within operational tools.
• Continuously explore and evaluate new tools, integrations, and automation opportunities to improve operations.
• Support project-based initiatives related to system enhancements, migrations, or new tool implementations.
• Design and implement bot flows and conversational automation (e.g., chatbot workflows, auto-replies, decision trees) to improve operational efficiency and reduce manual handling.
• Build, configure, and optimize AI capabilities within ticketing system (e.g., Agentic AI, Zendesk AI, Freddy AI) for ticket classification, routing, auto-resolution, and agent assistance.
• Leverage AI for auto-triaging, intent detection, knowledge recommendations, and predictive support
• Monitor and optimize system usage to ensure cost efficiency including license utilization, automation ROI, and tool consolidation.
• Contribute to continuous operational improvement initiatives focused on increasing efficiency and effectiveness while maintaining sustainable system costs.

What We Are Looking For:

• 2 years of experience as a System Administrator, Operations Automation Analyst, or similar role.
• Hands-on experience configuring ticketing systems such as Zendesk, Salesforce Service Cloud, Freshdesk, JIRA or similar platforms.
• Strong understanding of end-to-end customer support workflows (ticket lifecycle, escalation, SLA management, etc.).
• Experience with automation tools (triggers, workflows, API-based integrations, low-code/no-code tools).
• Familiarity with multi-channel integrations (WhatsApp, Telegram, Instagram, Facebook/Meta, chat systems).
• Strong analytical and problem-solving skills with a process improvement mindset.
• Ability to translate business needs into technical/system solutions.
• Experience or strong interest in building bot flows and conversational automation for customer support or operations.
• Familiarity with AI-powered support tools (e.g., Zendesk AI, Freddy AI, Agentic AI concepts)
• Understanding of cost optimization strategies in system/tool management (license efficiency, automation ROI, vendor evaluation).

• Competitive salary & performance bonus
• BPJS Kesehatan & Ketenagakerjaan
• Private health insurance
• Paid annual leave & sick leave
• Hybrid / flexible working arrangement
• Professional development & training support
• Career growth opportunities in a fast-growing fintech company
• Laptop / work equipment provided
• Team bonding & company events
• Dynamic and collaborative work environment