Senior Application Analyst - Zendesk
Administers, optimizes, and provides technical leadership for Rover’s Zendesk CRM platform, including configuration, APIs, integrations, migrations, and operational support. Requires 4+ years of Zendesk administration experience and a bachelor’s degree or equivalent experience.
About the job
Responsibilities
- Evaluate Rover’s use of Zendesk and adjacent applications, and lead efforts to improve efficiency and optimize implementations.
- Lead or heavily participate in projects affecting supported applications, including planning, solution design, configuration, feature rollouts, migrations, integrations, and optimization.
- Resolve internal issues and requests escalated by frontline support, prioritizing work according to business impact.
- Maintain expert-level technical knowledge of supported applications, especially Zendesk, and identify features that can improve processes and outcomes.
- Provide technical leadership and mentorship to junior team members.
- Contribute technical insight to operational and internal product roadmaps and planning.
- Advise partner teams and leadership on platform capabilities and preferred solutions.
Requirements
- Bachelor’s degree, or comparable relevant work experience in lieu of a degree.
- 4+ years of direct experience administering and optimizing Zendesk implementations for established businesses.
- Experience providing technical leadership for substantial efforts involving complex Zendesk functionality.
- Deep understanding of Zendesk configuration components, including triggers, macros, tags, skills, and omnichannel routing with custom queues.
- Strong familiarity with Zendesk APIs, including extracting data and executing actions against the platform.
- Ability to translate business requirements into application functionality and clarify requirements with nontechnical collaborators.
- Ability to work independently, prioritize evolving business needs, and balance project work with operational requests.
- Strong project management, multitasking, communication, and problem-solving skills.
- Ability to apply technology to practical business problems and work effectively in a fast-paced environment.
- Customer-focused approach and strong attention to detail.
Nice-to-haves
- Zendesk Certified Administrator or Expert certification.
- Scripting or software development experience with Python or JavaScript.
- Experience using AI tools such as Claude, ChatGPT, or Rovo for analysis and solution development.
- Experience with M&A-driven migrations or integrations into Zendesk.
- Experience with Zendesk AI features.
- General IT administration and support experience, including email services, accounts, and identity management systems such as Okta.
- Participation in an RFP, RFI, or RFQ.
- Experience with Google Workspace, including Gmail, Calendar, and Drive.
- Experience with Agile frameworks such as Kanban and Scrum, ideally with Jira and Confluence.
- Experience with compliance and regulatory requirements such as GDPR, CCPA, SOX, or PCI.
Compensation and Benefits
- First-year salary range in the greater Barcelona area: €47,124–€57,120.
- Long-term incentive plan with a company performance-based cash payout.
- Benefits for full-time employees.
Skills
Zendesk, Zendesk Apis, Zendesk Triggers, Zendesk Macros, Omnichannel Routing, Python, JavaScript, Okta, Google Workspace, Jira, Confluence, Kanban, Scrum, GDPR, CCPA
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