Zendesk Administrator

Responsibilities:Daily administration and maintenance of the Zendesk platformCreate and maintain users and rolesCustomize forms, fields, views, triggers, and automationsManage and maintain multiple instances for different business linesDevelop customized solutions on the platform supporting multiple client service teams and workflowsDeploy releases from the sandbox to production, including updates to existing code/applicationsIntegrate Zendesk with third-party applicationsEvaluate and analyze apps and partner solutions from the Zendesk MarketplaceAnalyze, insert, and upsert large data setsFollow leading/best practices in system configuration, security, coding, and data qualityTroubleshoot and resolve technical issues reported by end usersCreate unit tests with acceptance and rejection criteriaExecute unit testing and debuggingTranslate requirements into a technical mapping documentInteract directly with stakeholders in understanding new business requirementsPresent technical solutions to both technical and non-technical team membersManage support requests using various methods including a ticketing queue, email, and direct phone callsTrain end users or internal teams when implementing new functionalityLead projects to onboard new teams to Zendesk as required and migrate data/workflowsFacilitate and participate in discovery sessions for new system requests and enhancementsParticipate in configuration changes to support maintenance, security updates, and fixesCreate complex reports and dashboards as needed in ExploreRegularly assess and perform updates to clean up technical debtProactively analyze and understand new product releases across all product offerings

Requirements:5-8 years of experience as an administrator/developer in Zendesk or comparable customer support ticketing application (e.g., Salesforce, Oracle, ServiceNow)Bachelor's degree or equivalent experience in SaaS, technology consulting or related fieldStrong understanding of governor limits and how to take into consideration with code designStrong understanding of databases and relationshipsCompetency in HTML, XML, REST and SOAP-based web services desirableAbility to utilize debug logs and system audit toolsExperience with APIs and integrationsProficiency in Visio or Lucid ChartExperience using Jira and ConfluenceAbility to build strong working relationships with other team members across geographic locationsStrong systems knowledge with the ability to use technology to improve efficienciesStrong knowledge of testing fundamentals (evaluating test results, bug reporting & tracking, quality management, etc.)Experience working directly with Sales and Client Service stakeholdersExcellent verbal and written communication skillsAbility to communicate with all levels of the organizationMust be detail orientedKnowledge of change management/DevOpsAbility to prioritize multiple tasks with proven ability to deliver on time and on budget

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