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Zendesk System Administrator

May 24 2020
Industries Consulting services
Categories Information Technology, Installation, Maintenance, Repair, Programming, Development, Networking, Database Dev. & Admin., Analyst, Consultation, Business analyst, Project management, Data Centre, Warehousing, Cloud, Systems architect, Design, Product development and Management, System administrator, Data analyst, BI, Mining, AI
Toronto, ON

Company

BGRS is a leading global provider of relocation services, technology and mobility knowledge. Our portfolio consists of operating lines in global relocation services, home valuations, move programs & related services, and technology platforms that add value for our customers. Our employees operate from regional offices in Asia, Europe, North America and South America to support the success of our clients and their relocating employees around the world. 

Job Description
 
The Zendesk System Administrator role will be responsible for the administration, process design and integration and ongoing management of the BGRS Zendesk environment. The role requires a self-motivated individual who has a strong passion for improving customer experiences and a drive for efficiency and process improvement.

This position is focused on providing technical administration support for business tools and applications for the operations on Zendesk's CRM application. The Zendesk System Administrator will be responsible for coordinating the launch of new features and functionality, working with internal customers on customization projects and working with the IT Operations team, resolving technical issues in support of expanding our Zendesk CRM adoption. This includes development and support of Zendesk client configurations and custom analytics.

 
Essential Duties and Responsibilities

  • Provide thought leadership on Zendesk developments and the ability to identify innovations/new capabilities
  • Leverage product understanding & roadmap to determine which capabilities should be implemented
  • Support development and maintenance of technology standards, policies and procedures to support technology roadmap

  • Assist cross-functionally to implement new or enhanced features to improve Customer Service/Support

  • Assist with workflow/process design, best practice education and administration of all Enterprise Business solutions when assigned

  • Create/update team processes and procedures as necessary

  • Assist in creating test plans and in coordinating and testing enhancements and new versions of Zendesk

  • Assist in developing training materials and training users on Zendesk

  • Assist in building reports and dashboards

  • Solid experience translating business requirements into Zendesk design and implementation steps ensuring alignment to standards. This includes proactively guiding the business through feature availability and capabilities

  • Support a virtual team of global Zendesk implementation resources, including those providing Tier 1 and tier 2 support

  • Interact with Zendesk contacts directly to drive roadmaps and align support for our growing needs

  • Full technical integration of the Zendesk platform into the customer's support environment to include changes, widget implementation, API integration, CRM workflow configuration and reporting configurations

  • Own and maintain documentation for Zendesk setup, issue resolution, customizations, etc.

  • Design and configure Zendesk workflow (Support, Talk, Chat and Guide modules)

  • Assist in creating test plans and in coordinating and testing enhancements and new versions of Zendesk

  • Work cross-functionally to implement new or enhanced features to improve Zendesk

 

Education and Work Experience

 

  • 5+ years System or Application Administration experience/education

  • 3+ years' experience with Zendesk development/integrations

  • 3+ years' advanced knowledge of developer tools including Zendesk SDK and API

  • Associate or higher degree in related field

  • Zendesk administration certification is desired

    Knowledge, Abilities and Characteristics of the Ideal candidate

  • Strong ability to translate business requirements into technical Zendesk solutions
  • Strong Project Management skills
  • Strong verbal and written communication skills
  • Extremely organized with strong time-management skills and the ability to prioritize work assignments
  • High level of customer focus and service excellence
  • Strong analytical thinking and problem-solving skills

 

As an Equal Opportunity Employer, BGRS embraces diversity and, as such; is dedicated to considering all qualified applicants without regard to race, color, gender, religion, national origin, disability, age, sexual orientation, marital status, pregnancy and parenting status, protected veteran status and any other characteristic protected by law.

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