IT Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily administration of the Zendesk Suite (Support, Guide, Chat, Talk, Explore) across various Allegion brand instances.

• Create, develop, and maintain customized Help Center sites utilizing HTML and CSS, which includes modifications to the Copenhagen theme and reusable article templates.

• Construct, configure, and continuously enhance AI-driven chatbots and automated workflows using Zendesk Flow Builder, Answer Bot, and Zendesk AI Agents.

• Set up and optimize ticket routing, triggers, automations, macros, views, SLAs, and business rules to accommodate changing operational requirements.

• Collaborate with cross-functional IT, Customer Success, and product teams to translate business needs into scalable Zendesk solutions.

• Oversee user roles, permissions, groups, and organizations across multi-brand settings with appropriate access controls.

• Create and maintain custom dashboards and reports in Zendesk Explore to provide actionable insights for leadership and operational teams.

• Assess, implement, and support third-party Zendesk Marketplace applications and API integrations to enhance platform capabilities.

• Lead the design of chatbot conversations, including intent mapping, fallback handling, and agent handoff logic.

• Ensure the health of the platform via regular audits, data hygiene practices, and adherence to security and privacy regulations.

• Act as the internal subject matter expert on Zendesk, offering 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.

• A minimum of 3 years of hands-on experience in Zendesk administration within a professional setting.

• Proficient in HTML and CSS for Help Center customization — you should be adept at editing themes, styling article layouts, and resolving rendering issues.

• Proven experience in building Zendesk chatbots using Flow Builder, Answer Bot, or Zendesk AI Agents.

• Comprehensive knowledge of Zendesk Suite products: Support, Guide, Chat, Talk, and Explore.

• Experience working with Zendesk APIs, webhooks, and integrations with external platforms.

• Familiarity with Liquid templating for dynamic content within tickets and Help Center articles.

• Strong analytical skills with the capability to design and interpret custom Explore reports and dashboards.

• Ability to handle multiple priorities in a fast-paced environment while effectively communicating with stakeholders at all levels.

• Exceptional written and verbal communication skills, including the ability to document configurations and processes for both technical and non-technical audiences.

• Zendesk Administrator Certification is preferred.

• Experience managing multi-brand or enterprise-scale Zendesk environments is 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.