Senior Business Systems Analyst

The opportunity
At Unity, we are driving the wholesale adoption of Real-Time 3D (RT3D) across many different businesses and industries. We strive to help companies accelerate through their digital transformation programs and create the foundations for Web 3.0.

Key to our success is delivering exceptional customer experiences and driving meaningful interactions with our clients. As part of our commitment to excellence, we are seeking a talented Systems Administrator with expertise in customer success tools, such as Zendesk, Salesforce Service Cloud, or Gainsight, to join our team.

This role reports to the Systems and Performance Manager in the Product and Operations Organization within Customer Success and Operations.

What you'll be doing

• Administer and configure customer success platforms in accordance with business needs and best practices. Customize Zendesk workflows, ticket forms, automation, and integrations to streamline support processes and enhance customer interactions. Manage user access, roles, and permissions effectively. Provide technical support and ensure the timely resolution of performance issues.
• Monitor system performance. Conduct regular assessments to ensure data integrity and compliance with security standards.
• Drive user adoption through comprehensive training programs, ensuring that Customer Success teams are proficient in using the tools. Create and maintain up-to-date documentation of systems, processes, procedures, user guides, and best practices for tool usage.
• Identify ways to enhance the efficiency and reliability of support processes, and propose workflow improvements with guidance from senior team members.
• Collaborate with third-party vendors and internal stakeholders to evaluate and implement new solutions that enhance customer success operations. Stay informed about trends, best practices, and emerging technologies in customer success platforms.

What we're looking for

• Proven experience as a Systems Administrator with strong technical skills in system tools management and configuration. Background in projects related to system upgrades, migrations, and integrations.
• Strong understanding of customer success processes, methodologies, and metrics.
• Solid understanding of SaaS platforms, APIs, and data management principles.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.

You might also have

• Strong interpersonal and communication skills.
• Experience with a Customer Service organization.
• Experience working with platforms such as Zendesk, Gainsight, or similar customer success tools. Relevant software and tools certifications are a plus.
• Familiarity with API integrations and automation tools.
• A strong interest in growing into a systems or operations specialist career path.

Additional information

• Relocation support is not available for this position
• Work visa/immigration sponsorship is not available for this position

Life at Unity
We offer a wide range of benefits designed to support employees' well-being and work-life balance. You can read more about them on our career page.

Unity [NYSE: U] is the leading platform to create and grow games and interactive experiences. Creators, ranging from game developers to artists, architects, automotive designers, infrastructure experts, filmmakers, and more, use Unity to bring their imaginations to life across multiple platforms, from mobile, PC, and console, to spatial computing.

As of the third quarter of 2024, more than 70% of the top 1,000 mobile games were made with Unity, and in 2024, Made with Unity applications had an average of 3.7 billion downloads per month. For more information, please visit Unity.

Unity is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, disability, gender, or any other protected status in accordance with applicable law. If you have a disability that means there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please fill out this form to let us know.

This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English.

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