Job Description
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 Relocation and Moving is a global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With 75 owned locations and more than 1,000 franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self service and human support. From relocation and household goods to commercial moving and storage, our portfolio of Brands (SIRVA, Team Relocations, Allied, northAmerican, & SMARTBOX) provides the only integrated moving/relocation solution in the industry. By leveraging our global network, we deliver a superior experience that only a “one-stop shop” can provide. We’re a team that works globally to provide the best service locally — a company that is everything you need, everywhere you need it. For more information please visit www.sirva.com.
SIRVA brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At SIRVA, you will be in great company!
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, ****** 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.
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.
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 Relocation and Moving is a global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With 75 owned locations and more than 1,000 franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self service and human support. From relocation and household goods to commercial moving and storage, our portfolio of Brands (SIRVA, Team Relocations, Allied, northAmerican, & SMARTBOX) provides the only integrated moving/relocation solution in the industry. By leveraging our global network, we deliver a superior experience that only a “one-stop shop” can provide. We’re a team that works globally to provide the best service locally — a company that is everything you need, everywhere you need it. For more information please visit www.sirva.com.
SIRVA brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At SIRVA, you will be in great company!
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, ****** 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.
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.
💡 Quick Summary
Seeking a career-building opportunity? The Zendesk Administrator - Contractor (Virtual, CAN) position is now open for candidates interested in the Work from home Jobs sector. This role in Edmonton offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Work from home Jobs is a plus.
