Senior Zendesk Administrator

Woodland Hills

Posted: 09/17/2019 Skill Set: Analysis / Analytics Job Number: 887

Zendesk Administrator

To summarize managerial and lead technical role supporting Global Projects / Initiatives utilizing Zendesk platform, work with cross functional teams, customers to configure Zendesk platform based on business rules, taxonomy/framework agreed upon. Develop / Support configuration of Zendesk system including forms/workflows to support processes.

 

 

Responsibilities:

• Administer the use of Zendesk to optimize effectiveness of operations
  • Manage and support project work items, operational requests against evolving business priorities
  • Help improve existing processes and innovate new processes utilizing Zendesk to improve client / customer experience
  • Help scale and expand the Zendesk platform throughout Global business
  • Collaboration with other teams / functional groups to ensure cross functional alignment
  • Liaison with Zendesk helpdesk team on technical issues as needed
  • Maintain and support all Zendesk enhancement and releases
  • Support culture of continuous improvement
  • Manage team of Zendesk developer(s) and work with Zendesk consultants to deliver & support Projects
  • Setup and manage Quality Assurance capability, implementation of feedback loops for best quality data, compliance & QA
  • Develop reporting capabilities, metrics & executive dashboards with Zendesk or using Data Analytics / BI tools

 

 

Requirements:
  • Proven ability to understand business processes and translate business requirements into application functionality
  • Demonstrate deep knowledge of business and functional areas of Zendesk
  • Excellent written and verbal communications
  • Proven project management, multitasking and prioritization skills
  • Ability to balance attention to detail with expeditious execution in a fast-paced environment
  • Self-directed and focused on driving solutions to problems proactively
  • Working Knowledge of Zendesk channels including Support, Guide, Talk, Chat & Explore
  • Done successful integrations and worked/supported in a SaaS environment
  • Working knowledge of Zendesk development SDK and API’ s, HTML /CSS

 

 

Experience:
  • Minimum 5+ years of Zendesk administration experience, including experience implementing and managing holistic customer experience, managing multiple instances of Zendesk
  • Proven experience administrating, supporting, and utilizing enterprise wide Zendesk Multi-brand instances
  • Minimum 7+ years of successful System or Application Administration experience
  • Minimum 3+ years Project Management experience with agile methodologies, managing and providing guidance to team of developers
  • At least 2 years of experience administering customer success tools
  • Familiarity with Jira, Slack, ServiceNow a plus
  • Previous customer service management experience a plus
  • Experience managing multi-tenant environment is a plus

 

Education:
  • A Bachelor’ s degree (or equivalent work experience) in IT, Engineering, or related science and math discipline with a Technology emphasis
  • Zendesk Support Administrator Certification is preferred

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