Zendesk Administrator
Zendesk Administrator
Posted on :
26-07-2025
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1 Vacancy
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Job Description
Zendesk Administrator
We are looking for an experienced Zendesk Administrator to join our Internal Automation team. This role is focused on automating support processes optimizing Zendesk configuration and reducing workload on the support team. Youll work remotely with a distributed team taking ownership of setup integration and ongoing development of our Zendesk system. The ideal candidate has experience configuring Zendesk for large-scale support environments and is passionate about solving operational problems through smart automation.Youll play a critical role in analyzing current workflows proposing scalable improvements and implementing them with confidence and precision.
Mission
- The mission of the Zendesk Administrator role is to streamline support operations reduce repetitive tasks through automation and maximize Zendesks capabilities all while supporting OMNICs broader commitment to innovation sustainability and operational excellence.
- You will serve as a technical expert and strategic partner in the transformation of our support processes.
Requirements
- 3 years of proven experience configuring and managing Zendesk (Middle/Senior level).
- Strong understanding of REST API and Webhooks for integrations and data automation.
- Experience working with or integrating AI-driven tools and bots within Zendesk.
- Demonstrated success in optimizing support for 100 agents or large-scale service desks.
- Deep understanding of support operations pain points and typical workflows.
- Experience creating automated flows with triggers macros SLA rules and ticket routing.
- Zendesk Certification highly preferred.
- Excellent analytical skills for identifying automation opportunities and measuring impact.
- Strong communication skills: structured clear and solution-oriented.
- English proficiency required.
- Availability to work within European time zones.
Responsibilities
- Analyze current support workflows and identify areas for automation or improvement.
- Plan and implement advanced Zendesk automation routing and AI-enhanced features.
- Configure and maintain Zendesk: triggers macros automations SLAs ticket fields and views.
- Set up integrations between Zendesk and other tools (CRM analytics AI tools etc.).
- Act as a consultant and technical expert for internal teams using Zendesk.
- Collaborate with support leadership to align automation efforts with team goals.
- Monitor and continuously improve system performance and user experience.
- Document processes configurations and best practices for internal reference.
- Track KPIs:
- % of tickets handled by AI
- Operator ticket load efficiency
- Report on progress and outcomes regularly to stakeholders
- Number of tickets per operator
- First Response Time (FRT) and resolution time improvements
Key Goals
- Align departmental objectives with overall business strategy to drive sustainable growth.
- Enhance operational efficiency through data-driven decision-making and continuous improvement.
- Foster a culture of innovation adaptability and strategic problem-solving.
- Ensure measurable impact on key performance indicators and long-term success.
- Develop and implement forward-thinking strategies to maintain competitive advantage.
Opportunities and Benefits
- Remote-first environment with a collaborative agile team.
- Part-time role with flexible hours within EU business time zone constraints.
- Competitive compensation.
- High-impact ownership of Zendesk and automation architecture.
- Growth potential: opportunity to become Team Lead of Internal Automation.
- Exposure to modern automation AI tools and enterprise-scale problem solving.
- Ability to shape how customer service works at scale across global markets.
Required Experience:
Unclear Seniority
Employment Type
Part-Time
Key Skills
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