Zendesk Senior Administrator

Job Description

Summary

This role is responsible for providing technical support to the Global HR Services organization users that enable teams to do their jobs, assess, implement with the highest quality, benchmark, and drive improvements. This individual is required to provide technical support for HR service management tools that include implementing new service management tools and enhancements for delivering optimal customer experience. This role is also responsible to perform technology assessments to find gaps in the current functionality and come up with innovative solutions and creative ideas, recommend and drive the creation of the business case for updates, upgrades, enhancements as needed, and provide day-to-day operational support. This position requires a self-motivated employee who has a strong passion for improving customer experiences and a drive for efficiency and process improvement

Key Job Responsibilities

• Work closely with the key stakeholders to ensure alignment of business and functional business objectives with the technology solutions, and drive project prioritization decisions, and clearly communicate direction and priorities across all stakeholders. Ensuring adherence to quality standards and change management processes and providing status reports.
• Perform Zendesk administrator functions including supporting day-to-day operational issues, implementing enhancements and projects, user management, roles setup, permissions, workflows, triggers, macros, queues, reports, license management, and capacity and storage management and other governance aspects, including the development using web/scripting technologies such as HTML, CSS and JavaScript.
• Design, configure and build solutions utilizing standard features and custom declarative development to support Zendesk service management functionality that includes Zendesk Support, Zendesk Chat, Zendesk Talk, Zendesk Guide/Help Center, Zendesk Explore/Analytics, Zendesk Answer Bot, etc.
• Partner with Customer Experience teams to configure and deploy Zendesk App and continuously innovate and improve user experience.
• Work cross-functionally to gather, review, analyze and document business systems and user requirements and implement new or enhanced features to improve customer service.
• Ensure standards for data quality and integrity between systems are developed in accordance with best practices. Support all Zendesk integrations including integration with the workday.
• Assist with workflow/process design, best practice education and administration of all enterprise business solutions when assigned.
• Assist in creating test plans and in coordinating and testing break-fixes, enhancements, and new versions of Zendesk.
• Troubleshoot system issues including, but not limited to, error codes, access issues, workflow concerns, and system outages. Identify, recommend and implement fixes/workarounds for all issues.
• Keeping abreast of new Zendesk features and functionality and provide recommendations
• Own and maintain documentation for Zendesk setup, issue resolution, customizations, etc.
• Manage Zendesk release upgrades.

Job Specifications:

• Bachelor’s Degree in Computer Science, Information Technology or related.
• 5 years of overall IT experience including 3 to 4 years of experience with Zendesk as an Admin and at least 1 year of experience with web/ scripting technologies, HTML, CSS, JavaScript, and SaaS applications.
• Experience with call center technologies such as CRM and Telephony systems is a plus.
• Excellent communication skills, ability to multitask, prioritize, meeting deadlines, and proactively communicating status updates.
• High level of customer focus and service excellence.