Sr. Zendesk Administrator II

The Sr. Zendesk Administrator II serves as the subject matter expert for all Zendesk application support at Aledade. They are the primary point of contact for all support, maintenance, configuration and enhancement requests. Are able to work with both technical and non-technical resources to design, implement, and support solutions for Aledade users. This position is expected to provide full-lifecycle support, including collecting and analyzing business requirements, designing and configuring solutions, and providing testing assistance as required. Occasional after-hours support required to provide assistance during outages, upgrades and other major system changes.

Primary Duties

• Handles all Zendesk administrative functions including user account maintenance, reports & dashboards, workflows and other routine tasks
• Designs, implements, and supports medium to high complexity configuration and low to medium complexity customization to meet business requirements
• Performs regular system maintenance according to Zendesk best practices
• Troubleshoots issues with Zendesk and related systems, including plugins and integrations
• Responds to emergency situations as needed for the purpose of resolving immediate issues
• Maintains Jira tickets with current status and comments describing the relevant solution and outcome of each request

Minimum Qualifications

• Bachelor’s Degree in Computer Science or related major, or equivalent working experience
• 6-8+ years of experience as a Zendesk Administrator
• Zendesk Administrator certified or equivalent experience

Preferred KSA’s

• Zendesk Support Administrator Expert certification will be considered a strong plus
• Strong customer-facing skills; excellent verbal and written communication skills
• Strong analytical and organizational skills; ability to multitask and prioritize in a fast-paced, rapidly growing environment
• A demonstrated ability to understand and articulate complex requirements
• Creative and analytical thinker with strong problem-solving skills
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
• Availability to occasionally work outside business hours for application upgrades, outages, and project implementations
• Experience working with Jira is a plus

Physical Requirements

• Sitting for prolonged periods of time. Extensive use of computers and keyboard. Occasional walking and lifting may be required.
• Ability to work occasional weekend or after business hours for project deliverables/maintenance activities