Implementation Consultant

Summary

Join Zirous's dynamic Service Delivery team as a highly skilled Implementation Consultant. Guide clients through the entire Zendesk implementation process, from pre-sales demos to deployment and ongoing support. Leverage your Zendesk expertise to translate client needs into effective technical solutions, ensuring optimal system performance and user adoption. Collaborate with internal teams, including Project Managers, Business Analysts, and Sales, to guarantee project success. Provide expert troubleshooting and support, and advise clients on best practices. Develop and deliver engaging training sessions and comprehensive documentation. Build strong client relationships, acting as a trusted advisor. Continuously stay updated on the latest Zendesk features and industry trends.

Requirements

• Bachelor's degree in Computer Science, Management Information Systems, Information Technology, Software Engineering, Business, or a related field (or equivalent practical experience)
• 2+ years of experience successfully implementing services delivery solutions (Zendesk, ServiceNow, Freshdesk) in a consulting or in-house role
• Proven experience with service delivery platform configuration, customization, and administration
• Strong analytical and problem-solving skills with the ability to translate business requirements into technical solutions
• Excellent communication, presentation, and interpersonal skills, with the ability to explain complex technical concepts to non-technical audiences
• Ability to work independently and as part of a team in a fast-paced environment
• Strong customer-centric approach and a passion for delivering exceptional service

Responsibilities

• Configuration & Implementation: Hands-on configuration and customization of Zendesk instances, including
• Setting up user roles, groups, and permissions
• Configuring workflows, triggers, automations, and macros
• Designing and implementing custom fields, forms, and reporting
• Integrating Zendesk with other business systems (Asset Management Systems, CRMs, e-commerce platforms, etc.) using APIs, apps, and native integrations
• Data migration planning and execution
• Demos: Lead impactful platform demos, articulating value and key functionalities to address client needs. Engage effectively, encouraging questions and addressing concerns. Follow up promptly with resources and call to action. Continuously refine techniques and content based on feedback and evolving product capabilities
• Cross Functional Collaboration: Work closely with internal teams, including Project Managers, Business Analysts, & Sales to ensure project success and alignment across all stakeholders
• Troubleshooting & Support: Provide expert-level troubleshooting and support during and after implementation, identifying and resolving technical issues
• Best Practices & Optimization: Advise clients on Zendesk best practices and identify opportunities for ongoing optimization and efficiency improvements
• Training & Documentation: Assist in the development and delivery of engaging training sessions for client administrators and end-users. Collaborate with the team’s Business Analyst to create comprehensive documentation for configured solutions and best practices
• Relationship Management: Build and maintain strong, collaborative relationships with clients, acting as a trusted advisor
• Stay Current: Continuously learn and stay up-to-date with new Zendesk features, products, and industry trends

Preferred Qualifications

• Experience with API integrations and web services for connecting Zendesk with other systems is highly desirable
• Project management experience with a strong ability to prioritize tasks, manage timelines, and mitigate risks
• Zendesk Certifications (e.g., Zendesk Support Administrator, Zendesk Guide Specialist) are a significant plus

Benefits

• A competitive compensation, along with an attractive benefits package, including a 401(k) match
• Snacks, beverages, social hours
• On-site gym & shower facility
• Small group activity options outside of work (think axe throwing, bowling, pickleball, go-karts, and more)
• Flexible work schedule with the ability to work remotely and in the office
• Recognition for a job well done! Employee of the Month and Employee of the Year awards with bonus amounts for each
• Company-wide lunches on-site and remotely
• Lunch and Learns (throughout the year we educate each other on different technical topics)
• Casual dress - jeans, sweatshirts, flips are all acceptable while in our office or while working from home. We do dress up when client facing, but don't worry if you are just graduating and don't have business clothes - we offer a clothing allowance!
• Professional development opportunities
• Hybrid work model, offering both work from home (remote) days each Monday & Friday, as well as on-site days at the West Des Moines, IA office each Tuesday, Wednesday, Thursday
• Flexible schedule so that you can work to meet clients needs and your personal needs
• Overnight travel may be required as needed based on Zendesk partner events (quarterly)
• Unlimited time off - take the time you need while still being there for your teammates and Zirous
• Paid holidays to recharge and relax
• Cell phone subsidy and discounts with Verizon