Temporary Zendesk Administrator

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
At Sirva, we are committed to fair and transparent compensation practices. In accordance with applicable provincial and federal laws, we provide the following salary information for this position:

Position Title: Temporary Zendesk Administrator
Salary Range: $38.00-$45.00CAD
Benefits: Comprehensive benefits package that includes choice of two Medical plans and two dental plans; Retirement plan, RRSP employer match (after 1 year), Life & Disability Insurance, and more.
Benefits are based on employment status and may not be available for temporary or part-time employees
Salary ranges may vary based on location, market conditions, and other factors such as experience and qualifications. The final compensation will be determined during the hiring process based on these considerations.

For positions available outside Canada, salaries will take into account local currency and market conditions, which may differ from the CAD salary range. If you have any questions about salary or benefits, we encourage you to ask during the hiring process.

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