Job description
We are seeking a Zendesk Administrator to analyse and optimize the Zendesk setup in a large sophisticated digital environment. This company has a significant market share in its industry. Their online business is expanding and doing exceptionally well.
We require your expertise in IT Service Management and Zendesk administration. You will be crucial in managing, customizing, and maintaining our service management platform.
Key Responsibilities:
- Analyze and replicate the existing Zendesk setup in a new environment.
- Manage daily administration tasks, including user setup, profiles, roles, and customization of forms, fields, views, triggers, and business rules.
- Define and manage KPIs, SLAs, and SLOs.
- Design and generate complex reports and dashboards.
- Implement and support new system rollouts, maintenance, upgrades, and process improvements.
- Troubleshoot and resolve technical issues and escalations.
- Manage user accounts, licenses, and permissions.
- Handle data imports, exports, and updates using Zendesk Explore and other tools.
- Create and maintain comprehensive technical systems documentation.
- Collaborate with business teams to ensure appropriate functionality.
- Manage project issues, risks, and change control processes.
- Facilitate status meetings and reports as needed.
Experience and Skills:
- Relevant IT Service Management, Operations, and Administration experience.
- 3-5 years of experience as a Zendesk Administrator with in-depth knowledge of the platform.
- Proficiency in using Zendesk Guide for customer portal integration.
- Familiarity with the Zendesk REST API is a plus.
- Strong understanding of Zendesk best practices and functionality.
- Proven ability to design and implement new processes and drive user adoption.
To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Jennifer Bohm on 02 9464 5518 or email: [email protected] and quote the above job reference number.
Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.
