Zendesk Administrator
Safeguard Global
Lisboa, PT
há 4 dias
source : Ofertas de Emprego

Safeguard Global is an outsourcing company that provides services of Payroll, Accounting, HR Administration, Staff Leasing etc.

We equip organizations with the technology, local expertise and service to adapt to an ever-shifting global market. Safeguard Global can hire and pay anywhere in the world.

Role overview :

Are you a creative and analytical Zendesk Administrator with strong problem-solving and project management skills?

We are looking for a Full-Time Zendesk Administrator who will serve as the primary system administrator and lead the ongoing development and maintenance of our Zendesk instances.

You will be responsible for executing the day-to-day configuration, support, maintenance and improvement of our service platform.

Working closely with functional leaders, organizational units, and subject matter experts, you will identify, develop and deploy new business processes including integrations to other applications, development of dashboards and reports, technical synergies of multiple desks, configuration application to meet strategic initiatives and client requirements.

Key responsibilities :

Daily administration including but not limited to; managing a multiple user setup, profiles and roles, customization of forms, fields, views, triggers and other business rules

Perform customization of fields, forms, views, business rules, workflows, email notifications, approval processes, reports and dashboards

Design and run complex reports and dashboards

Implement and support new system roll outs, as well as all required maintenance and upgrades in addition to recommendations for process improvements

Responsible for the overall data quality in Zendesk

Troubleshoot and provide solutions for technical issues and escalations

Provide new user accounts and manage licenses and permissions

Assist in training of new and current users

Assist with data imports, exports and updates, utilizing Zendesk Explore and other tools

Create and maintain thorough, up to date, technical systems documentation

Ensure delivery of projects to the defined Best Practice

Working closely with business teams on ensure appropriate functionality

Manage Issues and Risks on the projects

Manage Change Control Process

Facilitate status meetings and reports as needed

Skills and experience :

3-5 years of Zendesk Administrator experience with demonstration of strong knowledge and understanding of the platform

Experience using Zendesk Guide for integration with Clients’ portals

Experience with integrations preferred

Certifications including Zendesk Administrator strongly preferred

Experience with programming languages such as SQL, JavaScript, HTML, Java and Apex preferred but not required

Familiarity with Zendesk REST API is a plus

Strong data management abilities

Ability to meet deadlines, handle and prioritize simultaneous requests

Strong English verbal and written communication skills, with the ability to communicate effectively at all levels of the organization

Strong understanding of Zendesk best practices and functionality

Proven ability to design and implement new processes and facilitate user adoption

Internal & external facing experience with large multifaceted projects

International Business experience would be an added advantage

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