Associate Systems Analyst

Summary

Join Deel, a rapidly growing SaaS company transforming the global talent landscape, as a Zendesk Administrator. You will implement application changes, automate tasks, and enhance Zendesk functionalities. Responsibilities include administering Zendesk configurations, developing automation workflows, writing scripts in Python and JavaScript, and resolving technical issues. You will collaborate with stakeholders to improve workflows and generate insightful reports. Deel offers a competitive compensation package and benefits, including stock grant opportunities, flexible remote work, and a diverse and inclusive work environment.

Requirements

• Minimum 1-2 years of experience in Zendesk administration, with a strong understanding of ticketing workflows, automations, and system configurations
• Familiarity with Zendesk Explore to create reports, dashboards, and analytics for operational performance tracking
• Experience working with APIs and system integrations to connect Zendesk with other enterprise platforms and automation tools
• Basic proficiency in scripting languages such as Python and JavaScript to enhance Zendesk functionality and automate key processes
• Ability to execute system changes and automation configurations with accuracy, while proactively suggesting areas for improvement
• Deliver consistent and effective solutions for application users, resolving issues efficiently while learning from experienced team members
• Collaborate with the team to drive enhancements in Zendesk system administration and workflow optimisation
• Demonstrate enthusiasm for technical growth, proactively expanding knowledge and readiness to take on more complex tasks over time

Responsibilities

• Implement Zendesk application changes, automation tasks, and enhancements, progressively handling more advanced work with oversight from senior team members
• Administer and maintain Zendesk configurations, including custom ticket fields, triggers, automations, and SLA policies to optimise workflows and service efficiency
• Develop automation workflows using Zendesk’s native automation tools and low-code platforms to improve service operations and reduce manual effort
• Write and maintain scripts in Python and JavaScript to extend Zendesk capabilities, automate tasks, and support third-party integrations
• Diagnose and resolve technical issues within Zendesk, working closely with users to troubleshoot problems and enhance system performance
• Work with REST APIs, webhooks, and middleware tools like Zapier, Workato, or Power Automate to integrate Zendesk with other business-critical applications
• Develop and maintain documentation related to Zendesk administration, automation rules, and integration processes to ensure knowledge continuity
• Collaborate with stakeholders to identify opportunities for workflow improvements, efficiency gains, and innovative enhancements to Zendesk usage
• Work with data extraction, transformation, and reporting tools to generate insights, ensuring accurate and reliable reporting for business decision-making

Benefits

• Stock grant opportunities dependent on your role, employment status and location
• Additional perks and benefits based on your employment status and country
• The flexibility of remote work, including optional WeWork access