Zendesk System Administrator Lead

3 weeks ago


Charlotte, North Carolina, United States Compass Group USA Full time

Salary Range

$85,000 - $105,000 per year based on experience and qualifications.

Job Description

Analytical IT Operations Coordinator with strong problem-solving, mathematics, programming, communication, and project management skills?

We are looking for a Full-Time Zendesk System 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 driving the day-to-day configuration, support, maintenance and improvement of our service platform for Zendesk. Main focus Digital Care while potentially working closely with functional leaders, organizational units, and domain experts. You will identify, develop, implement processes including integrations to other applications, development of dashboards and reports, technical synergies of multiple desks, provide updates on the latest features on the platform, and configuration application to meet critical initiatives for Compass Group (Digital Care Support Desk)

Responsibilities:

  • Daily administration including but not limited to; leading 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
  • Solve 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, using 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
  • Assist with training of resources and other initiatives as needed

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