Zendesk Administration

Job Responsibilities

• Manage multiple Zendesk instances and create a scalable platform across the organization.
• Configure and monitor performance of automation, triggers, and workflows within the Zendesk instance.
• Monitor and use performance data to identify pain points and efficiency opportunities.
• Maintain and manage the backlog of operational and functionality enhancement requests and work with internal stakeholders and vendors to ensure prioritization and alignment with the business.
• Maintain subject matter expertise and historical documentation of Zendesk enhancements and releases.
• Establish and maintain operating procedures for the administration of the platform that is consistent with overall company policies and guidelines.
• Coordinate meetings with multiple levels of leadership and stakeholders to initiate working sessions, resolve project issues, as needed.
• Maintain subject matter expertise and historical documentation of Zendesk enhancements and releases.
• Create data flow diagrams and process flow diagrams to facilitate better system understanding.
• Develop KPIs, measure and monitor success metrics while producing reports within Zendesk and other applicable platforms;
• Monitor change progress.
• The Zendesk administrator works closely with the key stakeholders to ensure alignment with business objectives and technology solutions.
• Conduct user acceptance testing to verify performance, reliability and identify any issues.
• Lead system requirements gathering sessions to identify critical business requirements for systems.

Job Requirements

• 3-6 years of Zendesk administration experience with in-depth knowledge of ticketing, live channel support systems, and API/App Integrations.
• Web/scripting technologies, HTML, CSS, JavaScript and/or SQL. Strong skills in the following analytics tools: Excel, SQL, Tableau and/or Domo or other BI tools, PowerPoint, and/or Visio Excellent analytical, verbal and written communication skills with the ability to communicate technical concepts to all levels of the organization effectively
• Experienced in working in a fast-paced environment, flexible and adaptable.
• Team oriented and collaborative
• Critical thinking and problem-solving skills
• Ability to multi-task and manage simultaneous projects and initiative.