Operations & Project Coordinator – Zendesk & Asana Workflows

Job Overview

Our client is looking for an Operations & Project Coordinator to support the planning and execution of operational activities, ensuring all preparation, documentation, and system workflows are accurate and in place. This role sits within the Operations function and is responsible for managing incoming requests, preparing installation documentation, and maintaining system accuracy across Zendesk and Asana.

Schedule: Monday - Friday, 9:00 AM - 6:00 PM West Melbourne VIC time, with 1 hour unpaid break (40 work hours per week, with occasional flexibility for global time zone support)

Responsibilities:

1. Operational Planning, Floor Plan Mark-Ups and Bill of Materials Preparation:

• Review and triage incoming operational requests, ensuring all relevant details are accurately captured and recorded within core systems (Zendesk and Asana).
• Analyse store floor plans, site surveys, and supporting documentation to determine appropriate sensor and camera placement, aligned to company standards and operational requirements.
• Prepare and mark up floor plans to clearly communicate installation layouts and requirements to internal and field-based installation teams.
• Develop accurate Bills of Materials (BOM), including sensors, cameras, mounting poles and brackets, cabling, and associated accessories required for each installation.
• Ensure all installation documentation is complete, accurate, and operationally sound prior to deployment, identifying and resolving any gaps or inconsistencies.
• Maintain a high level of accuracy across all planning and documentation activities to minimise rework, installation delays, and operational disruption.

2. Store Setup and System Administration:

• Complete store setup and renumbering activities following device installation, ensuring all system configurations align with operational requirements.
• Configure hardware devices using internal dashboards and portals, ensuring correct setup and functionality prior to activation.
• Maintain high levels of data accuracy and system integrity across all platforms, identifying and resolving any discrepancies.
• Follow established processes and workflows to prepare stores for calibration and go-live, ensuring readiness and a smooth transition to operational use.

3. Zendesk Operational Ticket Management:

• Monitor and triage all incoming Zendesk tickets (including InstallMe, maintenance, support, and new store requests), ensuring timely review and appropriate prioritisation.
• Categorise, allocate, and action tickets in line with operational processes, escalating where required to ensure timely resolution.
• Translate incoming requests into structured operational tasks within core systems, ensuring clarity of scope, ownership, and next steps.
• Ensure clear, accurate, and professional written communication across all ticket interactions, ensuring stakeholders are kept informed and expectations are managed.

4. Asana Workflow and Task Discipline:

• Create and manage operational tasks in Asana ensuring tasks are correctly assigned, tracked, and followed up.
• Maintain visibility across operational workflows and proactively follow-up to ensure tasks do not stall or age.
• Support GM – Global Operations to identify process improvements and implement the required changes.

5. General Responsibilities:

• Adhere to all organisational policies, procedures, standards, and practices as defined from time to time.
• Create and contribute to a harmonious working environment in which staff are empowered to achieve their best.
• Adhere to Occupational Health and Safety requirements including home office cleanliness and staff safety.
• Ensure all company equipment (laptop, phone, tablets, etc.) is used in accordance with company procedures and any damage is reported to management.
• Any other relevant duties as directed by management.

Requirements:

• Minimum 2–3 years’ experience in operations coordination, technical administration, or structured workflow environments.
• Strong experience working within ticketing systems (Zendesk preferred).
• Experience managing tasks within project/operations management tools (Asana preferred).
• High level of comfort working within multiple systems simultaneously.
• Strong written and verbal communication skills.
• Strong operational mindset, process-oriented, structured, disciplined.
• Extremely detail-focused.

Independent Contractor Perks

• Permanent work f…