Description

You will manage Zendesk administration, system integration, and reporting for a global support organization.

This role is on-site.

Responsibilities

• Manage daily Zendesk administration tasks, including user roles, group mappings, view optimizations, and macro updates.
• Partner with the Product Owner to translate business requirements into functional Zendesk configurations and enhancements.
• Audit Zendesk data and reporting to ensure accurate metrics for executive storytelling and program management.
• Identify friction points in the Zendesk UI and propose configuration changes to improve agent experience.
• Collaborate with the Delivery Manager to deploy updates on time without disrupting active support lanes.

Required Skills

• 2-3 years of hands-on Zendesk Administration experience in a global, multi-region environment.
• Zendesk Certified Administrator with deep proficiency in Zendesk Explore.
• Ability to build complex, cross-functional dashboards using Zendesk Explore.
• Experience working within an Agile/Scrum team and managing tasks in Jira.
• Proficiency in system integration and data analysis.
• Experience with Salesforce and Atlassian Confluence.
• Understanding of Cloud Architecture and backend processing.

Preferred Skills

• Experience in autonomous working environments and technical aptitude for translating business needs to technical solutions.
• Background in software engineering practices and data exchanges.

Key Skills

Education

Any Graduate