Zendesk Administrator II

Overview
We are seeking a highly skilled Zendesk Administrator to manage, optimize, and innovate our customer support platform. The ideal candidate will bring a strong technical background, hands-on Zendesk expertise, and demonstrated experience in ITIL practices, coding/scripting, and project management. This role will partner closely with IT, Operations, and Support teams to ensure Zendesk is configured for efficiency, scalability, and exceptional customer experience.

Key Responsibilities

Zendesk Administration & Optimization

• Own end-to-end configuration of Zendesk Support, Guide, Chat, and associated integrations.
• Design and maintain workflows, triggers, automations, macros, SLAs, and custom ticket fields.
• Regularly audit and refine configurations to improve efficiency and agent experience.
• Build and update Help Center content, user roles, permissions, and custom views.

Technical & Coding Responsibilities

• Create and maintain custom scripts, API integrations, and webhooks to automate processes and connect Zendesk with other platforms (e.g., CRM, monitoring tools, data lakes).
• Develop and maintain custom apps/widgets using JavaScript, HTML/CSS, and Zendesk Apps Framework (ZAF).
• Troubleshoot technical issues and perform root-cause analysis for platform-related problems.

ITIL & Service Management

• Apply ITIL best practices to ensure incident, problem, and change processes are standardized within Zendesk.
• Maintain adherence to SLAs, ensuring performance reporting, queue structure, and escalation paths align with established ITIL frameworks.
• Support continual improvement initiatives by identifying trends and proposing enhancements.

Project Management & Cross-Functional Collaboration

• Lead and participate in projects focused on platform enhancements, new feature deployments, and system integrations.
• Gather requirements from stakeholders, translate them into technical designs, and manage implementation through completion.
• Coordinate testing, training, documentation, and rollout of new workflows or system changes.
• Serve as the subject-matter expert for Zendesk-related processes and best practices.

Qualifications

Required:

• 3+ years hands-on experience as a Zendesk Administrator or similar role.
• Strong understanding of ITIL principles (ITIL Foundation certification preferred).
• Proficiency with JavaScript, JSON, HTML/CSS, and API-based integrations.
• Experience managing SaaS platforms, system workflows, and automation.
• Demonstrated project management skills (Agile or traditional methodologies).
• Excellent analytical, troubleshooting, and communication skills.

Preferred:

• Experience with SQL or data visualization tools (e.g., Looker, Power BI) for reporting.
• Familiarity with additional Zendesk products (Explore, Sunshine, Marketplace apps).
• Background in customer support operations or service management environments.