Senior Analyst, Safety Operations Tooling

We are seeking a highly motivated Senior Analyst to own and evolve a best-in-class tooling ecosystem that powers Roblox's Safety, Privacy, Trust & Safety, and Support Operations teams. In this role, you will sit at the intersection of operations and technology — driving systematic improvements, scaling tooling infrastructure, and ensuring agents across global vendor sites have the tools they need to operate efficiently and safely at Roblox's scale.

You will join a growing team of administrators, incident managers, and product support specialists in India, providing comprehensive tooling and admin support to our global operations teams. You will help build a premier suite of agent tooling by managing systematic changes, identifying improvements, and delivering exceptional service to our internal customers.

You will

• Administer and configure applications — including Zendesk, Absorb, JIRA, and other third-party and internally developed tools — to support 24/7 operations across multiple vendor sites.
• Design and implement queue and routing systems that reduce agent decision fatigue, enable quality support interactions, and support seamless multi-site operations.
• Analyze and translate business requirements into technical requirements, coordinating with Operations, Product, and Engineering teams to evaluate new functionality and implement tooling improvements.
• Build and maintain reporting dashboards that surface actionable insights for operational leadership, including agent productivity, adherence, efficiency, and site-level performance metrics.
• Create automated reporting and feedback loops that support continuous improvement across tooling and operations workflows.
• Work proactively with internal and external teams to identify, analyze, and resolve tool-related issues before they escalate — following all incident management protocols diligently.
• Support vendor team onboarding and offboarding, including account creation, access provisioning, and setup and troubleshooting of provisioned tools.
• Maintain detailed documentation and provide regular reports on system configuration, changes, and support activities.

You Have

Required

• 7+ years of experience in tools and systems administration, with a strong focus on end-user and agent-facing support.
• 2+ years of hands-on experience with CRM, IVR, LMS, and Knowledge Management tools, live channel support systems, integrations, and database administration — with Zendesk or similar tools as the familiar platform.
• 2+ years of end-to-end ownership of implementation, instrumentation, and integration of front and back-office applications.
• Experience integrating third-party tools and managing API-based workflows.
• Ability to use data to identify and lead decision-making for process improvements that enhance operational efficiencies.
• Experience collaborating with and communicating technical information clearly to both technical and non-technical partners — including Engineering, Product, and Operations leadership.
• Demonstrated experience leveraging AI/LLM-based tools to automate workflows, triage issues, or improve agent efficiency — with an appetite to push further.

Preferred

• Experience working in Trust & Safety, Content Moderation, or Customer Support environments.
• Familiarity with agile methodologies and experience adapting in a fast-paced, cross-functional environment.
• Experience with analytics and reporting tools such as Tableau, Superset, Google Analytics, or Zendesk Explore.

You Are

• Analytical & Innovative: You are energized by large, ambiguous problems. You measure both the problem and the solution before acting, and you execute creative ideas to mitigate emerging risks.
• A Proactive Problem Solver: You anticipate tooling failures before they become incidents, take decisive autonomous action, and prioritize effectively under competing demands.
• A Cross-Functional Communicator: You translate technical constraints fluently to non-technical ops partners, and translate business requirements clearly to engineering — building trust in both directions.
• Customer-Focused: You treat internal agents and vendor teams as customers. You hold yourself to a high bar for their experience and resolve issues efficiently even when priorities conflict.
• Team-Oriented: You lift your peers, share documentation proactively, and strengthen the team's collective capability. You work effectively as part of a global team and adapt to flexible hours when needed.