Senior Application Admin - Zendesk
Senior application administrator responsible for optimizing Zendesk, resolving escalated issues, leading migrations and integrations, and advising internal stakeholders. Requires deep Zendesk configuration and API expertise, strong communication, and at least four years of relevant experience.
About the job
Responsibilities
- Evaluate and optimize Rover’s Zendesk implementation and adjacent applications.
- Lead or substantially participate in feature rollouts, migrations, integrations, and optimization projects, including planning, solution design, configuration, and implementation.
- Resolve internal issues and requests escalated by frontline support, prioritizing by business impact.
- Maintain expert-level knowledge of supported applications and identify features that improve processes and outcomes.
- Mentor junior team members and provide technical leadership.
- Contribute technical insight to operational and internal product roadmaps.
- Advise partner teams and leadership on platform capabilities and preferred solutions.
Requirements
- Bachelor’s degree or comparable relevant work experience.
- 4+ years administering and optimizing Zendesk implementations for established businesses.
- Experience providing technical leadership for substantial, complex Zendesk functionality.
- Deep knowledge of Zendesk configuration components, including Triggers, Macros, Tags, Skills, and Omnichannel Routing.
- Strong familiarity with Zendesk APIs and extracting data from and executing actions against the platform.
- Ability to translate business requirements into application functionality.
- Ability to work independently, prioritize evolving workloads, and communicate effectively with technical and non-technical stakeholders.
- Strong project participation, multitasking, problem-solving, and process-improvement skills.
- Customer- and solutions-focused approach with strong attention to detail.
Nice-to-haves
- Zendesk Certified Administrator or Expert certification.
- Python, JavaScript, or general software development experience.
- Experience using AI tools such as Claude, ChatGPT, or Rovo for analysis and solution development.
- Experience with M&A-driven Zendesk migrations and integrations.
- Experience with Zendesk AI features.
- General IT administration and support, including email services and identity management systems such as Okta.
- Participation in RFP, RFI, or RFQ processes.
- Google Workspace experience.
- Agile frameworks such as Kanban and Scrum, preferably with Jira and Confluence.
- Familiarity with GDPR, CCPA, SOX, or PCI compliance requirements.
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, Zendesk Tags, Omnichannel Routing, Python, JavaScript, Okta, Google Workspace, Jira, Confluence, Kanban, Scrum, GDPR
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