Zendesk Specialist

Job Description

Why Clipboard Health Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing professionals to book on-demand shifts and facilities to access on-demand talent.

About Clipboard Health

:Clipboard Health is a fast-growing Series C marketplace. We are a leader in our Long Term Care vertical and are expanding into several others (Dental Offices, Schools, etc)

.We are a YC Top Company with a global, remote team of 600+ people. We have been profitable since 2022, and fill millions of shifts annually at partner workplaces across the US, where tens of thousands of professionals work with us every year

.We are looking for your help to keep growing so we can serve more professionals and workplaces

.To learn more about us, take a look at our website here

.
Position Overvi

ewWe are seeking an experienced Zendesk Product Owner & Systems Administrator to join Worker Operations at Clipboard Health. This role combines technical system administration with strategic product ownership of our Zendesk implementation. The ideal candidate will serve as the principal architect of our Zendesk ecosystem, driving technical excellence while ensuring the platform evolves to meet our growing business need

s.
Core Responsibilit

ies1. Zendesk Product Owners

- hipOwn the complete Zendesk technical roadmap, including feature releases, customizations, and platform evoluti
- on.Lead technical discovery sessions with stakeholders to identify requirements and translate them into technical solutio
- ns.Develop and maintain comprehensive technical documentation, including system architecture, integration patterns, and best practic
- es.Champion Zendesk best practices across the organization and stay ahead of platform innovatio

ns.2. Advanced Technical Administrat

- ionArchitect and implement complex workflows, custom objects, and advanced automation rul
- es.Design and optimize sophisticated triggers, macros, and business rules to enhance operational efficien
- cy.Manage complex API integrations and custom middleware solutio
- ns.Implement and maintain monitoring and alerting syste
- ms.Lead technical troubleshooting for critical system issues and integration failur
- es.Design and enforce scalable naming conventions and tagging taxonomi

es.3. Security & Access Managem

- entEstablish and maintain robust security protocols for Zendesk and integrated syste
- ms.Design permission structur
- es.Conduct regular security audits and access revie
- ws.Collaborate with cross-functional external teams on compliance initiativ
- es.Manage user provisioning and de-provisioning workflo

ws.4. System Optimization & Innovat

- ionProactively identify opportunities for system improvements and automati
- on.Lead the evaluation and implementation of new Zendesk features and produc
- ts.Design and implement custom solutions using Zendesk&aposs API and development too
- ls.Optimize system performance and maintain high availability standar
- ds.Drive continuous improvement through metrics and performance analyti

cs.
Success Crit

eriaTechnical Excell

- enceMaintain 99.9% system availability and performance standa
- rds.Resolve critical issues within 4 hours and standard issues within 24 ho
- urs.Successfully implement new features with zero negative business imp
- act.Maintain comprehensive technical documentation and system architecture diagr

ams.Required Qualificat

- ions4+ years experience with Zendesk administration, including extensive customization and integration w
- ork.Deep technical knowledge of Zendesk&aposs complete product suite and API capabilit
- ies.Proven experience with Zendesk&aposs advanced features (Custom Objects, Side Conversations, Content Blocks, et
- c.).Strong background in contact center operations and customer service technology (3+ yea
- rs).Demonstrated ability to manage complex technical projects independen
- tly.Excellence in technical documentation and system architecture des

ign.Nice to

- HaveZendesk Administrator Certificat
- ion.Experience with JavaScript, HTML, and CSS for custom Zendesk soluti
- ons.Experience with data analytics and reporting to
- ols.Background in project managem

ent.
Career Progre

ssionThis role serves as a pathway to Senior Admin Leadership positions, with opportunitie

- s to:Lead a team of Technical System Administra
- tors.Drive wide technical stra
- tegy.Oversee multiple sys
- tems.Influence product direction with major ven
- dors.Shape the technical architecture of customer service operat

ions.

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