Jul 2019 possible extension
Our client, a global leading IT company, is looking for a Zendesk Subject Matter Expert.
This role will serve as the Zendesk subject matter expert for the Support Operations organization. You will be responsible for supporting the day-to-day operations and strategic direction of our Zendesk instance. The SME is responsible for the implementation of new features and functionality, maintenance, audit and administration of Zendesk, as well as integrations with other business software applications. This will include creating and training new users, executing changes within the systems, creating dashboards and other informational tools for management.
This role will report to the manager of Business Operations for ad hoc and structured application driven responsibilities for other application used within the department.
Administer Zendesk to optimize the effectiveness of team usage
Manage a queue of operational requests, prioritizing against evolving business priorities
Troubleshoot and resolve any software performance issues Identify operational weaknesses and help improve or innovate new processes
Maintain an expert-level understanding of all Zendesk enhancements and releases
Liaise with Zendesk helpdesk to resolve technical issues
Perform data mining tasks leveraging various tools (e.g., Zendesk, Tableau, SFDC) to provide meaningful metrics /reports when needed
System or application administration and Zendesk administration experience
Working knowledge of Developer tools including Zendesk SDK and APIs
Prior experience using Tableau with DBA/Data warehouse background
Prior experience or knowledge using SFDC
Proven ability to understand business processes and translate business requirements into application functionality
Excellent written and verbal communication
Proven project management, multitasking & prioritization skills
Experis is an Equal Opportunity Employer (EOE/AA)