Zendesk Administrator

Our client is seeking a highly skilled Zendesk Administrator / Technical Business Analyst with a strong technical background and at least 4 years of experience in Zendesk administration. The ideal candidate will play a key role in optimizing our support systems, integrating various platforms, and driving automation to enhance efficiency across the organization. This role requires hands-on engineering expertise, strong analytical skills, and the ability to act as a liaison between technical and business teams.

Key Responsibilities:

• Administer, configure, and maintain Zendesk to support business processes and user needs.
  
• Act as a Technical Business Analyst, understanding business requirements and translating them into system solutions.
  
• Develop and implement automations using PowerShell and public APIs, improving system integrations and reducing IT overhead.
  
• Troubleshoot and resolve technical issues between Zendesk and other systems, collaborating with internal and external stakeholders.
  
• Provide Tier 3 support for internal customers, making necessary adjustments to configurations and processes.
  
• Configure and maintain SSO (Single Sign-On) and SCIM (System for Cross-domain Identity Management) integrations for user authentication.
  
• Administer and optimize other enterprise platforms such as Google Workspace, Salesforce, and Slack to improve operational efficiency.
  
• Build and maintain the Zendesk Guide knowledge base, ensuring effective company-wide knowledge sharing.
  
• Serve as a technical resource for company-wide projects such as intranet build-outs and cross-departmental initiatives.
  
• Author and maintain Standard Operating Procedure (SOP) documents to facilitate knowledge transfer and best practices.
  
• Enhance user access controls for finance applications, mitigating unauthorized access risks.
  
• Develop and automate workflows in Salesforce and Power Automate, improving efficiency for Finance and IT teams.
  
• Perform data analysis using SQL and reporting tools, providing insights for management and auditors.
  
• Manage SCIM integrations with over 60 applications, ensuring secure and seamless identity management.
  

Qualifications & Skills:

• 4 years of experience as a Zendesk Administrator.
  
• Strong experience in Zendesk integrations with other business applications.
  
• Ability to act as a Technical Business Analyst, translating business needs into technical solutions.
  
• Expertise in automation scripting (PowerShell, APIs, or similar technologies).
  
• Experience troubleshooting complex technical issues across various systems.
  
• Knowledge of SSO, SCIM, and identity management solutions.
  
• Experience working with Google Workspace, Salesforce, Slack, and Power Automate.
  
• Strong documentation skills, with experience writing SOPs and technical guides.
  
• Experience in data analysis using SQL and reporting tools.
  
• Strong security awareness, particularly in user access controls and system integrations.
  
• Bonus: Experience in the construction industry or supporting construction-related businesses.
  

Compensation: $110,000 annually
Salary is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications .

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