Sr Systems Administrator and Data Analyst

Programmable DNA, the software of Life, is finally here! Twist Bioscience is developing a disruptive Synthetic DNA technology that will change the world, enabling widespread health and sustainability. Synthetic biologists will use our products to engineer how organisms produce cures to diseases, make everyday chemicals by using the atmosphere as the carbon source, enable plants to make their own fertilizers, and to create in-vivo diagnostics that alert us when we are sick, and many more applications. 

We are looking for a passionate systems and data reporting expert to join our rapidly expanding team and help differentiate Twist Bioscience as a biotech industry leader. If you like to work with systems and data and love to tell a good story, then this job is the perfect fit for you. In this hybrid role, you’ll be responsible for managing all Global Support systems as well as analyzing our customer data to provide actionable insights. Your goal is to help refine the tools that the Global Support team uses to help drive their efficiency and effectiveness and craft narratives that powerfully represent the voice of the customer.  

• Serve as systems administrator, primarily supporting the Global Support Organization by:
• Optimizing the Salesforce Service Cloud email, Intercom chat, tools, queues, workflow, and scheduling to enable the Global Support team to operate effectively and efficiently.
• Defining and implementing an effective tagging hierarchy so that all SFDC cases are intelligently logged with sufficient granularity to yield insights for the business.
• Configure and tune the Intercom chat tool so that it auto-suggests appropriate knowledge base articles to internal users and customers
• Build and maintain easy-to-read operations dashboards for the business (primarily Global Support) that quickly convey the status of all queues and adherence to service levels.
• Serve as the main point of contact for all of Global Support SFDC issues, bugs or enhancements
• Prioritize and triage bugs with the appropriate system leads, in partnership with digital product management group
• Groom the business requirements and drive prioritization on behalf Global Supports needs for SFDC CPIs
• Identify and implement additional tools that integrate with Salesforce Service Cloud to drive customer satisfaction (e.g. AI-powered telephony IVR).

• Customer Insights:
• Analyze quantitative and qualitative operations and customer data (email, chat and phone logs) in order to identify actionable insights.
• Package the data into a compelling narrative to support a message that conveys voice of the customer insights as well as Global Support’s operational performance.

• Overall:
• Identify and prioritize operational weaknesses and help improve or innovate new processes for the Global Support team.
• Support a culture of continuous improvement to constantly raise the bar of execution.

• Bachelor’s degree, IT or communications degree a plus.
• 2+ years experience with customers.
• 2+ years experience managing data and systems.
• 2+ years experience managing Salesforce or equivalent CRM as an administrator.
• 2+ years experience as a reporting analyst.
• Strong verbal and written communication skills.
• Attention to detail.
• Able to multi-task, prioritize, and manage time effectively.
• Strong system admin and data mining skills, including configuring, managing, and fine-tuning Salesforce, Intercom chat and Tableau.
• Familiarity with Microsoft Office Suite and/or G-Suite.

• Work experience in biotech industry a plus

Twist Bioscience synthesizes genes from scratch, known as “writing” DNA. Just as children learn to both read and write, the next phase of development for the genomics revolution is the ability to write DNA.

At Twist Bioscience, we work in service of people who are changing the world for the better. In fields such as health care, agriculture, industrial chemicals and data storage, our unique silicon-based DNA Synthesis Platform provides precision at a scale that is otherwise unavailable to our customers.

Twist Bioscience Corporation is an Equal Opportunity Employer. Twist Bioscience Corporation provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic characteristics, or any other category protected by law.