- Daily administration and maintenance of the Zendesk platform
- Create and maintain users and roles
- Customize forms, fields, views, triggers, and automations
- Manage and maintain multiple instances for different business lines
- Develop customized solutions on the platform supporting multiple client service teams and workflows
- Deploy releases from the sandbox to production, including updates to existing code/applications
- Integrate Zendesk with third-party applications
- Evaluate and analyze apps and partner solutions from the Zendesk Marketplace
- Analyze, insert, and upsert large data sets
- Follow leading/best practices in system configuration, security, coding, and data quality
- Troubleshoot and resolve technical issues reported by end users
- Create unit tests with acceptance and rejection criteria
- Execute unit testing and debugging
- Translate requirements into a technical mapping document
- Interact directly with stakeholders in understanding new business requirements
- Present technical solutions to both technical and non-technical team members
- Manage support requests using various methods including a ticketing queue, email, and direct phone calls
- Train end users or internal teams when implementing new functionality
- Lead projects to onboard new teams to Zendesk as required and migrate data/workflows
- Facilitate and participate in discovery sessions for new system requests and enhancements
- Participate in configuration changes to support maintenance, security updates, and fixes
- Create complex reports and dashboards as needed in Explore
- Regularly assess and perform updates to clean up technical debt
- Proactively analyze and understand new product releases across all product offerings
Requirements:
- 5-8 years of experience as an administrator/developer in Zendesk or comparable customer support ticketing application (eg, Salesforce, Oracle, ServiceNow)
- Bachelors degree or equivalent experience in SaaS, technology consulting or related field
- Strong understanding of governor limits and how to take into consideration with code design
- Strong understanding of databases and relationships
- Competency in HTML, XML, REST and SOAP-based web services desirable
- Ability to utilize debug logs and system audit tools
- Experience with APIs and integrations
- Proficiency in Visio or Lucid Chart
- Experience using Jira and Confluence
- Ability to build strong working relationships with other team members across geographic locations
- Strong systems knowledge with the ability to use technology to improve efficiencies
- Strong knowledge of testing fundamentals (evaluating test results, bug reporting tracking, quality management, etc)
- Experience working directly with Sales and Client Service stakeholders
- Excellent verbal and written communication skills
- Ability to communicate with all levels of the organization
- Must be detail oriented
- Knowledge of change management/DevOps
- Ability to prioritize multiple tasks with proven ability to deliver on time and on budget
