Description

Key Skills: Zendesk Administration, Zendesk Explore, Agile/Scrum, Jira, System Integration, Salesforce, Atlassian Confluence, Cloud Architecture, Backend Processing, Data Analysis

Good to Have Skills: Experience in global multi-region environments, software engineering practices, data exchanges, autonomous working environments, cross-functional dashboard building, and technical aptitude for translating business to technical needs.

Roles & Responsibilities:

• Manage daily admin tasks including user roles, group mappings, view optimizations, and macro updates.
• Partner with the Product Owner to intake business requirements and turn them into functional Zendesk updates.
• Regularly audit Zendesk data and reporting to ensure the Program Manager has accurate metrics for executive storytelling.
• Act as the technical Voice of the Agent, identifying friction points in the Zendesk UI and proposing configurations.
• Build working relationships inside and outside the organization while working independently on a small team.
• Navigate ambiguity and evolving dynamics with a structured approach while managing high volume enhancement requests.
• Work seamlessly with the Delivery Manager to ensure updates are deployed on time without disrupting active support lanes.

Experience Required: 2-3 years of hands-on Zendesk Administration in a global, multi-region environment. Zendesk Certified Administrator with deep proficiency in Zendesk Explore for building complex, cross-functional dashboards. Experience working within an Agile/Scrum team and comfortable managing tasks in Jira

Key Skills

Education

Any Graduate