System Administrator, Customer Service Tools

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Netflix is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

The CS Technology team is part of the CS organization and is responsible for ensuring the right CS tools and technologies are in place and well-functioning to support the operation, growth, and scalability of the Customer Service business now and in the future.

Program and CS Tools Support Management (PSM), a key component of the CS Technology team, manages technical issue escalations and champions enhanced reliability for CS tools and technologies. PSM ensures compliance with Netflix's security standards across all CS operations and tooling initiatives. Additionally, it oversees the implementation of Netflix-specific IT at our BPO CS sites and manages user access and system administration for CS-specific systems and workflows.

The System Administrator is responsible for configuring and maintaining both homegrown and third-party applications used by the CS organization. This includes responsibility for configuring systems and workflows, monitoring configured workflows to ensure performance and troubleshooting issues. Additionally, the System Administrator maintains comprehensive resource documentation and training materials pertaining to managed systems to ensure support teams and effectively identify bugs and escalate to the appropriate teams.

• Manage and maintain workflow and system configurations within our CS Products suite, including third-party solutions to serve the organization's needs. Current third-party tools include, but are not limited to: Sprinklr (CCaaS) and Zendesk (escalations/helpdesk).
• Create comprehensive documentation for managed software configurations, procedures, and changes to ensure consistency and facilitate troubleshooting.
• Partner with internal leads from CS Product, Engineering, and Data Science & Engineering teams to ensure proper setup of the systems and workflows between internal and external tools.
• Partner closely with CS Product to understand and consult on configuration requirements and identify pain points and opportunities for improvement.
• Troubleshoot and resolve configuration issues and escalate bugs to support teams.
• Efficiently handle access and change requests for solutions owned according to an aligned priority. Respond to and manage internal support channel requests and ensure SLAs are met.
• Maintain intimate knowledge of all CS Tools in order to operate as an effective administrator.
• Embody the unique Netflix culture (https://jobs.netflix.com/culture)
• 4 years of experience working as a system administrator, system analyst, or equivalent roles, specifically on CCaaS (e.g. IVR, Routing, TFN), CRM, User Access Management Tool, CMS, etc.
• A demonstrated proficiency working with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, Zapier, Slack, and other industry tooling.
• Background in building solutions and making adjustments to dashboards, widgets, queries, and configurations based on product requirements that are not reliant on custom engineering resources.
• Experience or background in technical teams (e.g., IT Admin, software admin, etc.)
• High comfort level with managing tools and vendor partners independently.
• Effective communicator with partners/stakeholders across all technical levels.
• Self-starter with impeccable time management and collaboration skills.
• Exhibits a strong sense of curiosity and the initiative to explore unknowns and thrive in ambiguous situations.
  
  

Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $50,000- $190,000.

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits here (https://jobs.netflix.com/work-life-philosophy) .

Netflix is a unique culture and environment. Learn more here (https://jobs.netflix.com/culture) .

Inclusion (https://about.netflix.com/en/inclusion) is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.