Zendesk Administrator

The impact you will have  

The Business Technology team is a group of passionate engineers and product professionals dedicated to delivering seamless internal solutions that empower teams to do their best work. Our mission is to streamline internal processes, reduce friction, and maximize the value of our technology ecosystem—including Zendesk—so teams can operate with efficiency and scale effortlessly. As part of our commitment to scalability, resilience, and performance, we aim to optimize and expand our Business Technology landscape. This includes managing and enhancing our internal applications—including Zendesk—developing new integrations, and ensuring seamless interoperability between critical systems. By doing so, we support the company's rapid growth and enable teams to work more effectively.

• Own and optimize the Zendesk platform, ensuring seamless performance and alignment with business needs.
• Serve as the primary point of contact for all Zendesk-related stakeholders, including Customer Support, IT, and Business Technology teams.
• Customize and maintain Zendesk settings, including triggers, automations, workflows, and integrations with CRM and communication tools.
• Conduct regular audits to assess platform efficiency, identify improvement areas, and lead implementation projects.
• Develop and manage a comprehensive knowledge base within Zendesk for both internal and external users.
• Analyze Zendesk performance metrics, generate insightful reports, and recommend data-driven improvements to enhance customer support efficiency.
• Lead internal training sessions to ensure stakeholders maximize Zendesk's capabilities and adhere to best practices.
• Collaborate with IT and Customer Support teams to troubleshoot issues, enhance user experience, and drive continuous improvements.
• Stay up to date with Zendesk updates, new features, and industry best practices to continuously enhance our platform.

• Proven experience as a Zendesk Administrator, with expertise in configuring and customizing Zendesk settings and workflows.
• Strong technical proficiency in software integrations, mainly using APIs, webhooks, and CRM systems.
• Ability to troubleshoot and resolve complex technical issues related to Zendesk and integrated systems.
• Experience managing Zendesk security, user permissions, and compliance settings.
• Strong data analysis skills, with experience leveraging Zendesk metrics to drive operational improvements.
• Proactive in identifying workflow inefficiencies and implementing solutions to enhance platform performance.
• Ability to conduct thorough requirements analysis and translate business needs into technical solutions.

• Exceptional stakeholder management skills, with the ability to work across teams (IT, Customer Support, Business Technology).
• Experience in training and coaching internal teams to maximize Zendesk's capabilities.
• Highly autonomous with a pragmatic, can-do attitude and a focus on execution.
• Comfortable with change and complexity , demonstrating adaptability in a fast-paced environment.
• Strong project ownership mindset—capable of leading initiatives from conception to completion.
• Zendesk Certificates are a plus (e.g. Zendesk Support Administrator Expert Exam)
• Valuing “done” over “perfect”.