IT Analyst
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Job Description
Zendesk IT Analyst managing and evolving the Zendesk platform for multiple Allegion brands. Collaborating with cross-functional teams to ensure exceptional customer service through efficient platform management.
Responsibilities:
- Own day-to-day administration of Zendesk Suite (Support, Guide, Chat, Talk, Explore) across multiple Allegion brand instances.
- Design, develop, and maintain branded Help Center sites using HTML and CSS, including custom Copenhagen theme modifications and reusable article templates.
- Build, configure, and continuously improve AI-powered chatbots and automated flows using Zendesk Flow Builder, Answer Bot, and Zendesk AI Agents.
- Configure and optimize ticket routing, triggers, automations, macros, views, SLAs, and business rules to support evolving operational needs.
- Partner with cross functional IT, Customer Success, and product teams to translate business requirements into scalable Zendesk solutions.
- Manage user roles, permissions, groups, and organizations across multi-brand environments with appropriate access controls.
- Build and maintain custom dashboards and reports in Zendesk Explore to surface actionable insights for leadership and operations teams.
- Evaluate, implement, and support third-party Zendesk Marketplace apps and API integrations to extend platform capability.
- Lead chatbot conversation design including intent mapping, fallback handling, and handoff-to-agent logic.
- Ensure platform health through regular audits, data hygiene practices, and compliance with security and privacy policies.
- Serve as the internal subject matter expert on Zendesk, providing training and guidance to support team members and administrators.
Requirements:
- Bachelor's Degree in Computer Science, Information Systems, or a related field, or equivalent years of relevant work experience.
- 3+ years of hands-on Zendesk administration experience in a professional environment.
- Proficiency in HTML and CSS for Help Center customization — you should be comfortable editing themes, styling article layouts, and troubleshooting rendering issues.
- Demonstrated experience building Zendesk chatbots using Flow Builder, Answer Bot, or Zendesk AI Agents.
- Strong working knowledge of Zendesk Suite products: Support, Guide, Chat, Talk, and Explore.
- Experience with Zendesk APIs, webhooks, and integrations with external platforms.
- Familiarity with Liquid templating for dynamic content within tickets and Help Center articles.
- Strong analytical mindset with the ability to design and interpret custom Explore reports and dashboards.
- Ability to manage multiple priorities in a fast-moving environment while communicating clearly with stakeholders at all levels.
- Excellent written and verbal communication skills, including the ability to document configurations and processes for both technical and non-technical audiences.
- Zendesk Administrator Certification preferred.
- Experience managing multi-brand or enterprise-scale Zendesk environments preferred.
Benefits:
- Health, dental and vision insurance coverage, helping you “be safe, be healthy”.
- A commitment to your future with a 401K plan, offering a 6% company match and no vesting period.
- Tuition Reimbursement.
- Unlimited PTO.
- Employee Discounts through Perks at Work.
- Community involvement and opportunities to give back so you can “serve others, not yourself”.
- Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching.
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