Service Operations Automation Administrator

The Wisconsin Foundation and Alumni Association (WFAA)*, the private fundraising and alumni relations organization for the University of Wisconsin-Madison, is seeking a Service Operations Automation Administrator to join our Information Technology team!

The Service Operations Automation Administrator is accountable for end-to-end ownership of the Zendesk platform - configuration, administration, governance, and continuous improvement - while also leading a measurable program of AI-enabled operational efficiencies across service delivery for the Infrastructure and Security teams. This role is also responsible for maintaining a roadmap, enforcing standards, optimizing workflows, and partnering with stakeholders to improve agent productivity, self-service, and the overall end-user experience.

This role partners with other IT teams and business stakeholders to streamline intake-to-resolution processes, expand knowledge management, improve customer service and implement practical automation using Zendesk and approved AI platforms.