IT Platform Analyst

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

📋 Description

• Oversee daily administration of the Zendesk Suite across various Allegion brand instances.

• Assist in managing and integrating related IT and business systems.

• Design, develop, and sustain customized Help Center sites using HTML and CSS.

• Create, configure, and enhance AI-driven chatbots and automated workflows.

• Set up and fine-tune ticket routing, triggers, automations, macros, views, SLAs, and business rules.

• Collaborate with cross-functional IT, Customer Success, and product teams to convert business requirements into scalable solutions.

• Oversee user roles, permissions, groups, and organizations within multi-brand settings.

• Develop and maintain custom dashboards and reports in Zendesk Explore.

• Assess, implement, and support third-party Zendesk Marketplace applications and API integrations.

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

• Ensure platform integrity through audits, data hygiene, and adherence to security and privacy policies.

• Act as the internal Zendesk subject matter expert, 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 experience.

• 3+ years of hands-on administration experience with enterprise IT applications or SaaS platforms.

• Proficient in HTML and CSS for customizing Help Centers.

• Proven experience in building chatbots, conversational flows, or automated routing logic.

• Strong understanding of Ticketing, Knowledge Management, Live Chat, Cloud Telephony, and Analytics.

• Experience with REST APIs, webhooks, and integrating SaaS platforms with external systems.

• Familiarity with templating languages such as Liquid or Handlebars is advantageous.

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

• Capable of managing 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 or equivalent platform certifications preferred.

• Experience in managing multi-brand or enterprise-scale software environments preferred.

• Must be legally authorized to work in the United States.

• The company does not intend to provide sponsorship for employment visa status.

🏝️ Benefits

• Health, dental, and vision insurance coverage.

• 401K plan with 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.

• Opportunities to leverage unique strengths through CliftonStrengths testing and coaching.

• Investment in professional development.

• Work-life balance.

• Generous paid time off.