Zendesk Administrator - Contractor (Virtual, US)

Role Overview

The Zendesk System Administrator role will be responsible for the administration, process design and integration and ongoing management of the BGRS Zendesk environment and Microsoft Dynamic 365. The role requires a self-motivated individual who has a strong passion for improving customer experience and a drive for efficiency and process improvement.

This position is focused on providing technical administration support for business tools and applications for the operations on Zendesk's CRM application. The Zendesk System Administrator will be responsible for coordinating the launch of new features and functionality, working with internal customers on customization projects and working with the IT Operations team, resolving technical issues in support of expanding our Zendesk CRM adoption. This includes development and support of Zendesk client configurations and custom analytics.
What You'll Be Doing

• Provide thought leadership on Zendesk developments and the ability to identify innovations/new capabilities
• Leverage product understanding & roadmap to determine which capabilities should be implemented

• Support development and maintenance of technology standards, policies and procedures to support technology roadmap
• Assist cross-functionally to implement new or enhanced features to improve Customer Service/Support
• Assist with workflow/process design, best practice education and administration of all Enterprise Business solutions when assigned
• Create/update team processes and procedures as necessary
• Assist in creating test plans and in coordinating and testing enhancements and new versions of Zendesk
• Assist in developing training materials and training users on Zendesk
• Assist in building reports and dashboards
• Solid experience translating business requirements into Zendesk design and implementation steps ensuring alignment to standards. This includes proactively guiding the business through feature availability and capabilities
• Support a virtual team of global Zendesk implementation resources, including those providing Tier 1 and tier 2 support
• Interact with Zendesk contacts directly to drive roadmaps and align support for our growing needs

• Full technical integration of the Zendesk platform into the customer's support environment to include changes, widget implementation, API integration, CRM workflow configuration and reporting configurations
• Own and maintain documentation for Zendesk setup, issue resolution, customizations, etc.
• Design and configure Zendesk workflow (Support, Talk, Chat and Guide modules)
• Assist in creating test plans and in coordinating and testing enhancements and new versions of Zendesk
• Work cross-functionally to implement new or enhanced features to improve Zendesk
• Work to implement Microsoft Dynamics 365.

What You Bring to Sirva

• 5+ years System or Application Administration experience/education
• 3+ years' experience with Zendesk development/integrations
• 3+ years' advanced knowledge of developer tools including Zendesk SDK and API
• Associate or higher degree in related field
• Experience in Microsoft Dynamics 365 is desired
• Zendesk administration certification is desired
• Strong ability to translate business requirements into technical Zendesk solutions
• Strong Project Management skills
• Strong verbal and written communication skills
• Extremely organized with strong time-management skills and the ability to prioritize work assignments
• High level of customer focus and service excellence
• Strong analytical thinking and problem-solving skills

What Sirva Offers

• Competitive salary and incentive plans
• Workplace flexibility for a balanced work/life approach
• Comprehensive benefits packages and wellness program
• Generous company-paid vacation days and holiday time
• Challenging, collaborative, diverse corporate culture
• Ongoing opportunities for learning and career development

Sirva Worldwide, Inc. provides HR and mobility professionals with the resources, guidance, and support they need to achieve the best possible relocation for talent, and for the companies that move them. As a leading global relocation management and moving services company, we bring together personalized program solutions, expansive global reach, innovative technology, and an unmatched supply chain to transform businesses of any size and empower talent moving to their next opportunity. From corporate relocation and household goods to home sale and commercial moving and storage, our portfolio of brands (including Sirva, Allied, northAmerican, Global Van Lines, Alliance, Sirva Mortgage and SMARTBOX) provide everything needed to move talent and deliver experience.

At Sirva, we're committed to cultivating a workplace that reflects the diversity of the global organizations that we serve. We recognize that building an inclusive, engaged company culture results in empowered employees that reflect a wide range of approaches and perspectives. Those perspectives lead to new ideas. New ideas lead to innovation and excellence. Our approach to diversity, equality and inclusion is driven by a commitment to these values and a belief that diversity makes our company stronger.

Sirva is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. Sirva also prohibits harassment of applicants and employees based on any of these protected categories.

It is also Sirva's policy to comply with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions. The Federal EEO Law Poster may be found at http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.

If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at HRSIRVA@SIRVA.com and let us know the nature of your request and your contact information.