Zendesk Systems Administrator (Non-US Only)

Position Overview

We are seeking an experienced Zendesk Product Owner & Systems Administrator to join Worker Operations at Clipboard Health. This role combines technical system administration with strategic product ownership of our Zendesk implementation. The ideal candidate will serve as the principal architect of our Zendesk ecosystem, driving technical excellence while ensuring the platform evolves to meet our growing business needs.

Core Responsibilities

1. Zendesk Product Ownership

• Own the complete Zendesk technical roadmap, including feature releases, customizations, and platform evolution.
• Lead technical discovery sessions with stakeholders to identify requirements and translate them into technical solutions.
• Develop and maintain comprehensive technical documentation, including system architecture, integration patterns, and best practices.
• Champion Zendesk best practices across the organization and stay ahead of platform innovations.

2. Advanced Technical Administration

• Architect and implement complex workflows, custom objects, and advanced automation rules.
• Design and optimize sophisticated triggers, macros, and business rules to enhance operational efficiency.
• Manage complex API integrations and custom middleware solutions.
• Implement and maintain monitoring and alerting systems.
• Lead technical troubleshooting for critical system issues and integration failures.
• Design and enforce scalable naming conventions and tagging taxonomies.

3. Security & Access Management

• Establish and maintain robust security protocols for Zendesk and integrated systems.
• Design permission structures.
• Conduct regular security audits and access reviews.
• Collaborate with cross-functional external teams on compliance initiatives.
• Manage user provisioning and de-provisioning workflows.

4. System Optimization & Innovation

• Proactively identify opportunities for system improvements and automation.
• Lead the evaluation and implementation of new Zendesk features and products.
• Design and implement custom solutions using Zendesk's API and development tools.
• Optimize system performance and maintain high availability standards.
• Drive continuous improvement through metrics and performance analytics.

Success Criteria

Technical Excellence

• Maintain 99.9% system availability and performance standards.
• Resolve critical issues within 4 hours and standard issues within 24 hours.
• Successfully implement new features with zero negative business impact.
• Maintain comprehensive technical documentation and system architecture diagrams.

Required Qualifications

• 4+ years experience with Zendesk administration, including extensive customization and integration work.
• Deep technical knowledge of Zendesk's complete product suite and API capabilities.
• Proven experience with Zendesk's advanced features (Custom Objects, Side Conversations, Content Blocks, etc.).
• Strong background in contact center operations and customer service technology (3+ years).
• Demonstrated ability to manage complex technical projects independently.
• Excellence in technical documentation and system architecture design.

Nice to Have

• Zendesk Administrator Certification.
• Experience with JavaScript, HTML, and CSS for custom Zendesk solutions.
• Experience with data analytics and reporting tools.
• Background in project management.

Career Progression

This role serves as a pathway to Senior Admin Leadership positions, with opportunities to:

• Lead a team of Technical System Administrators.
• Drive wide technical strategy.
• Oversee multiple systems.
• Influence product direction with major vendors.
• Shape the technical architecture of customer service operations.