Zendesk Administrator

About the Job

We are looking for a strategic, high-energy, self-motivated Zendesk Administrator to own and manage the Nielsen Global Client Support Zendesk instance. While the architect builds the foundation, you ensure the house is running perfectly every day. You will manage the day-to-day enhancements, updates, and maintenance that keep our global support agents efficient and our clients informed. You are a detail-oriented executioner who takes pride in a "clean" instance and a perfect user interface.

Responsibilities

• Manage daily admin tasks including user roles, group mappings, view optimizations, and macro updates.

• Partner with the Product Owner to intake business requirements and turn them into functional Zendesk updates (Triggers, SLAs, and Forms).

• Regularly audit Zendesk data and reporting (Explore) to ensure the Program Manager has accurate metrics for executive storytelling.

• Act as the technical "Voice of the Agent," identifying friction points in the Zendesk UI and proposing configurations to solve them.

Working Style

• Ability to think and react quickly; some communications are high priority with tight deadlines

• Highly collaborative professional who thrives in complex, high-stakes landscapes

• Build working relationships inside and outside the organization

• Work independently on a small team with a tremendous amount of responsibility

• Work in a dynamic environment where new projects and pop-up often

• Ability to navigate ambiguity and evolving dynamics with a structured approach

• Proactive and independence working style to initiate and drive proactive full project initiatives

• Strong time management skills.

• Motivated by making the daily workflows of our global support teams easier and more transparent

• Ability to manage a high volume of enhancement requests from across the globe, prioritizing them based on a strategic roadmap

• Works seamlessly with the Delivery Manager to ensure your updates are deployed on time and without disrupting active support lanes

• 2-3 years of hands-on Zendesk Administration in a global, multi-region environment.

• Zendesk Certified Administrator

• Deep proficiency in Zendesk Explore for building complex, cross-functional dashboards.

• Experience working within an Agile/Scrum team, comfortably managing tasks in Jira.

• Strong technical aptitude and the ability to translate between business and technical needs

• Comfortable working in autonomous, self-directed environments

• Excellent written and verbal communication skills

• Able to listen and quickly distill a situation to recommend a course of action in driving project deliverables

• Familiarity with cloud product architecture and general software engineering practices.

• Experience with backend processing systems, system integration and data exchanges

• Experience with Salesforce

• Experience with Atlassian Jira and Confluence tools

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