Sr Zendesk Admin II

Aledade • Bethesda, MD

8d • Remote

About The Position

The Sr. Zendesk Administrator II serves as the subject matter expert for all Zendesk application support at Aledade. They are the primary point of contact for all support, maintenance, configuration and enhancement requests. Are able to work with both technical and non-technical resources to design, implement, and support solutions for Aledade users. This position is expected to provide full-lifecycle support, including collecting and analyzing business requirements, designing and configuring solutions, and providing testing assistance as required. Occasional after-hours support required to provide assistance during outages, upgrades and other major system changes.

Requirements

• Bachelor's Degree in Computer Science or related major, or equivalent working experience
• 6-8+ years of experience as a Zendesk Administrator
• Zendesk Administrator certified or equivalent experience

Nice To Haves

• Zendesk Support Administrator Expert certification will be considered a strong plus
• Strong customer-facing skills; excellent verbal and written communication skills
• Strong analytical and organizational skills; ability to multitask and prioritize in a fast-paced, rapidly growing environment
• A demonstrated ability to understand and articulate complex requirements
• Creative and analytical thinker with strong problem-solving skills
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
• Availability to occasionally work outside business hours for application upgrades, outages, and project implementations
• Experience working with Jira is a plus
• Front end web development experience (HTML, CSS, JavaScript) with low to medium complexity customizations is greatly preferred

Responsibilities

• Handles all Zendesk administrative functions including user account maintenance, reports & dashboards, workflows and other routine tasks
• Designs, implements, and supports medium to high complexity configuration and low to medium complexity customization to meet business requirements
• Performs regular system maintenance according to Zendesk best practices
• Troubleshoots issues with Zendesk and related systems, including plugins and integrations
• Responds to emergency situations as needed for the purpose of resolving immediate issues
• Maintains Jira tickets with current status and comments describing the relevant solution and outcome of each request

Benefits

• Flexible work schedules and the ability to work remotely are available for many roles
• Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
• Robust time-off plan (21 days of PTO in your first year)
• Two paid volunteer days and 11 paid holidays
• 12 weeks paid parental leave for all new parents
• Six weeks paid sabbatical after six years of service
• Educational Assistant Program and Clinical Employee Reimbursement Program
• 401(k) with up to 4% match
• Stock options

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees