Senior Zendesk Administrator

Summary

Join Aledade as a Senior Zendesk Administrator, serving as the subject matter expert for all Zendesk application support. You will be the primary point of contact for support, maintenance, configuration, and enhancement requests, working with both technical and non-technical resources. This role involves full-lifecycle support, from collecting business requirements to designing solutions and providing testing assistance. Occasional after-hours support is needed for outages and upgrades. A Bachelor's degree in Computer Science or equivalent experience, 6+ years of Zendesk administration experience, and Zendesk Administrator certification are required. Aledade offers a comprehensive benefits package including flexible work schedules, remote work options, health insurance, paid time off, parental leave, and more.

Requirements

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

Responsibilities

• Handle all Zendesk administrative functions including user account maintenance, reports & dashboards, workflows and other routine tasks
• Design, implement, and support medium to high complexity configuration and low to medium complexity customization to meet business requirements
• Perform regular system maintenance according to Zendesk best practices
• Troubleshoot issues with Zendesk and related systems, including plugins and integrations
• Respond to emergency situations as needed for the purpose of resolving immediate issues
• Maintain Jira tickets with current status and comments describing the relevant solution and outcome of each request

Preferred Qualifications

• Possess Zendesk Support Administrator Expert certification
• Have strong customer-facing skills; excellent verbal and written communication skills
• Possess strong analytical and organizational skills; ability to multitask and prioritize in a fast-paced, rapidly growing environment
• Demonstrate the ability to understand and articulate complex requirements
• Be a creative and analytical thinker with strong problem-solving skills
• Demonstrate the ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
• Have availability to occasionally work outside business hours for application upgrades, outages, and project implementations
• Have experience working with Jira

Benefits

• Flexible work schedules and the ability to work remotely are available for many roles
• Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
• Robust time-off plan (21 days of PTO in your first year)
• Two paid volunteer days and 11 paid holidays
• 12 weeks paid parental leave for all new parents
• Six weeks paid sabbatical after six years of service
• Educational Assistant Program and Clinical Employee Reimbursement Program
• 401(k) with up to 4% match
• Stock options