Zendesk Administrator

  • Location: Philadelphia, Pennsylvania
  • Type: Contract To Hire
  • Job #157921

firstPRO is looking for a Zendesk Administrator in the greater Philadelphia area for our client, who has a strong foothold in the media industry. This individual will manage multiple Zendesk instances and brands aligned with business units to help standardize and optimize configurations as well as lead integrations with other applications within the country. This is a hybrid, contract-to-hire role, with compensation up to $55/hour based on experience.

Responsibilities:

  • Manage multiple Zendesk instances and create a scalable platform across the organization.
  • Configure and monitor performance of automation, triggers, and workflows within the Zendesk instance.
  • Maintain and manage the backlog of operational and functionality enhancement requests and work with internal stakeholders and vendors to ensure prioritization and alignment with the business.
  • Maintain subject matter expertise and historical documentation of Zendesk enhancements and releases.
  • Establish and maintain operating procedures for the administration of the platform that is consistent with overall company policies and guidelines.
  • Maintain subject matter expertise and historical documentation of Zendesk enhancements and releases.
  • Create data flow diagrams and process flow diagrams to facilitate better system understanding.
  • Develop KPIs, measure and monitor success metrics while producing reports within Zendesk and other applicable platforms, Monitor change progress.
  • Conduct user acceptance testing to verify performance, reliability and identify any issues
  • Lead system requirements gathering sessions to identify critical business requirements for systems

 

Requirements:

  • 3-5 years of Zendesk administration experience with in-depth knowledge of ticketing, live channel support systems, and API/App Integrations.
  • Web/scripting technologies, HTML, CSS, JavaScript and/or SQL.
  • Strong skills in the following analytics tools: Excel, SQL, Tableau and/or Domo or other BI tools, PowerPoint, and/or Visio
  • Education: B.S. in Finance and Accounting, Information Systems, or related field or equivalent

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