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Enterprise System Administrator (Contract/Temporary)

Wizards of the Coast, a subsidiary of Hasbro, Inc., and the world's largest publisher of adventure games, including Magic: The Gathering® Trading Card Game and Dungeons & Dragons® Roleplaying Games, through Tapfin, has an exciting opportunity for a Contract/Temporary Enterprise System Administrator to join our Enterprise Solution Administration team for a three-month contract.

WHAT IS THIS ROLE ALL ABOUT?

The Contract/Temporary Enterprise System Administrator provides global support for Enterprise tools and applications worldwide. Assists in all administrative operations including, but not limited to, contact management system, bug tracking, collaboration tools, reporting, and related systems training. The Enterprise System Administrator is responsible for the system administration functions and data content for Enterprise programs including, but not limited to, ZenDesk, JIRA, Confluence, and Tableau. The Enterprise System Administrator also provides supplemental Q/A testing for all Live Team releases.

A DAY IN THE LIFE OF A CONTRACT/TEMPORARY ENTERPRISE SYSTEM ADMINISTRATOR

• Conducts User Requirements gathering, workflow/process design, best practice education and administration of the ZenDesk CRM globally, supporting over 11 language interfaces
• Responsible for designing, configuring, testing, analyzing, and supporting Enterprise Applications.
• Conducts User Requirements gathering, workflow/process design, best practice education and administration of the Atlassian Tool Stack. Specifically, JIRA, Confluence.
• Researches new tools and applications for feature parity and user story acceptance to help determine feasibility of adoption
• Ensures comprehensive system and PII data integrity, including system security.
• Manage maintenance, Q/A, and user training for Enterprise Tools and Application supported programs
• Acts as the technical interface between Core Services, Live Operations, Game Support and outside departments including Technical Services, Hasbro, Hasbro EU, and other Wizards corporate projects when assigned
• Works cross-functionally to implement new or enhanced features to improve customer service/support

May Also Include:

• Maintain control of access rights, security settings and user privileges for supported Enterprise Tools and Application programs.
• Analyzes and assists with reporting for the Core Services and Live Operations Technology group customers; track and categorize contact trends. May include monthly reports, quarterly reports, team monitoring reports, and more
• Build custom reports and dashboards based on business requirements.

WHAT YOU’LL BRING:

2 years of System Administration experience preferred

• Previous work experience with ZenDesk CRM preferred
• Knowledge of the Administration of Atlassian Tools preferred
• 3-year minimum experience in Customer Service or Help Desk
• Previous work experience with SQL database desirable
• Experience with gathering business requirements and process improvement
• Knowledge of Quality Assurance practices
• Strong Project Management skills desirable
• Vendor management experience desirable

Education and Training:

• College degree in business or information technology preferred

Physical Requirements:

• Office environment, able to work on computer or phone for long periods of time.

We are an Equal Opportunity / Affirmative Action Employer.

The above is intended to describe the general content of and the requirements for satisfactory performance in this position. It is not to be construed as an exhaustive statement of the duties, responsibilities, or requirements of the position.