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Zendesk Administrator
Ref No.: 20-03091
Location: Woodland Hills, California
Duties:
The Zendesk Administrator will be a member of our Technology Operations team reporting into Zendesk Mgr. and will be primarily responsible for the administration of multiple Zendesk instances and handling support requests to help expand Zendesk adoption.

Instance configuration & management – spin up / spin down, ticket routing, notificatns, macro responses, agent groups and user organization management, collaboration with other teams / functional groups to ensure cross functional alignment.
Address all incoming support requests from ZD instance owners in a timely manner via Data Governance requests.
Respond to requests with a solution or feasibility of the solution.
ZD Suite management (Support, Guide, Explore, Sunshine, Talk, Chat) support culture of continuous improvement.
ZD feature management – Feature, App and Integration Discovery and Migration. ZD Integration with other company platforms / tools (Ex. ServiceNow), develop reporting capabilities, metrics & executive dashboards with Zendesk or using Data Analytics / BI tools

Skills:
  • Strong understanding of core Zendesk functionality (Support module), such as: Brands, Groups, User Roles, Ticket forms, Triggers, Automations, SLAs etc
  • Strong usage of Zendesk API and its functional applications
  • Ability to effectively communicate technical information to non-technical users, and translate feedback from non-technical users into actionable configuration items
  • Ability to prioritize user requests effectively and manage user expectations
  • Ability to balance attention to detail with expeditious execution in a fast-paced environment
  • 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.
  • Minimum 3+ years of Zendesk administration experience, including experience implementing and managing multiple instances of Zendesk.
Education:
A Bachelor's degree (or equivalent work experience) in IT, Engineering, or related science and math discipline with a Technology emphasis
Zendesk Administrator Certification is preferred
Proven track record of being able to learn and adapt to a complex environment with multiple dependencies and niche processes