Zendesk Application Analyst

$83,931 - $108,167/Yr

Rover - Seattle, WA

Full-time - Entry Level

Seattle, WA

Personal and Laundry Services

About the position

Rover is seeking an Application Analyst to provide technical understanding and support for our CRM tools, specifically Zendesk and associated applications and integrations. This role involves assisting in resolving technical requests for our owned platforms and collaborating on implementing new features. The ideal candidate will have a strong foundation in administering Zendesk and a passion for improving customer experience and efficiency.

Responsibilities

• Action Zendesk-related issues and requests from internal customers, prioritizing these according to business impact and urgency, and resolving or implementing them in a timely manner
• Lead technical design and implementation of Zendesk configuration updates in the context of projects of moderate complexity, in partnership with Support Operations program managers and other key collaborators
• Participate in planning and solutioning discussions with our team and partners around addressing business requirements and solving business problems
• Participate in agile ceremonies and activities with the team, including standup, backlog grooming, creation of epics/user stories/other work items in Jira, story pointing, and potentially sprint planning and retrospectives
• Grow and maintain technical understanding of our Zendesk implementation, and of Zendesk capabilities generally, and provide that domain expertise and best-practice guidance to our internal customers as appropriate
• Create and update team-internal and customer-facing documentation of our configurations, processes, and best-practices
• Once ramping is complete (~3-6 months), start taking 2-week on-call shifts in rotation with 2 other US-based team members

Requirements

• Bachelor's degree or, in lieu of a degree, comparable relevant work experience
• 2+ years direct experience administering and optimizing Zendesk implementations for high-volume businesses, ideally with international footprints
• Curious, creative, and dedicated technologist with experience as a project participant, and expertise in multitasking, prioritization, and communication skills
• Proficiency in employing technology to tackle practical business problems
• Ability to balance attention to detail with expeditious execution in a fast-paced environment
• Ability to re-prioritize as needed in response to evolving business needs, and to do so without the need for direct supervision
• Outstanding teammate with good attention to detail and a customer- and solution-focused attitude
• Ability to understand business processes and translate business requirements into application functionality, including the ability to effectively and compassionately seek clarity from non-technical collaborators
• Good communication skills across a variety of channels

Nice-to-haves

• Active participant in at least one RFP, RFI, and/or RFQ
• Experience operating in Google Workspace toolset (Gmail/Calendar/Drive)
• Experience with integrating new companies (M&A) into Zendesk
• Experience working within Agile frameworks such as kanban and scrum, ideally using the Atlassian suite (Jira/Confluence)
• Experience with compliance and regulatory requirements, e.g. GDPR, CCPA, SOX, PCI
• Exposure to AI and Chatbots

Benefits

• Competitive compensation
• 401k
• Flexible PTO
• Competitive benefits package, including medical, dental, and vision insurance
• Commuter benefits
• Bring your dog to work (and unlimited puppy time)
• Doggy benefits, including $1000 toward adopting your first dog
• Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly
• Regular team activities performed in-person and virtually