Zendesk IT Analyst

Allegion•Remote, Indiana, IN

6d•Onsite

About The Position

Allegion is looking for a Zendesk IT Analyst/Administrator to work as part of a collaborative, customer-experience-focused team within a global organization of 14,000+ employees, representing 40+ brands dedicated to safety, security and access management. In this role, you'll own and evolve the Zendesk platform that powers customer support across multiple Allegion brands — building intuitive Help Center experiences, deploying intelligent chatbots, and ensuring our agents have the tools they need to deliver exceptional service. Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position.

Requirements

Bachelor's Degree in Computer Science, Information Systems, or a related field, or equivalent years of relevant work experience
3+ years of hands-on Zendesk administration experience in a professional environment
Proficiency in HTML and CSS for Help Center customization — you should be comfortable editing themes, styling article layouts, and troubleshooting rendering issues
Demonstrated experience building Zendesk chatbots using Flow Builder, Answer Bot, or Zendesk AI Agents
Strong working knowledge of Zendesk Suite products: Support, Guide, Chat, Talk, and Explore
Experience with Zendesk APIs, webhooks, and integrations with external platforms
Familiarity with Liquid templating for dynamic content within tickets and Help Center articles
Strong analytical mindset with the ability to design and interpret custom Explore reports and dashboards
Ability to manage multiple priorities in a fast-moving environment while communicating clearly with stakeholders at all levels
Excellent written and verbal communication skills, including the ability to document configurations and processes for both technical and non-technical audiences

Nice To Haves

Zendesk Administrator Certification preferred
Experience managing multi-brand or enterprise-scale Zendesk environments preferred

Responsibilities

Own day-to-day administration of Zendesk Suite (Support, Guide, Chat, Talk, Explore) across multiple Allegion brand instances
Design, develop, and maintain branded Help Center sites using HTML and CSS, including custom Copenhagen theme modifications and reusable article templates
Build, configure, and continuously improve AI-powered chatbots and automated flows using Zendesk Flow Builder, Answer Bot, and Zendesk AI Agents
Configure and optimize ticket routing, triggers, automations, macros, views, SLAs, and business rules to support evolving operational needs
Partner with cross functional IT, Customer Success, and product teams to translate business requirements into scalable Zendesk solutions
Manage user roles, permissions, groups, and organizations across multi-brand environments with appropriate access controls
Build and maintain custom dashboards and reports in Zendesk Explore to surface actionable insights for leadership and operations teams
Evaluate, implement, and support third-party Zendesk Marketplace apps and API integrations to extend platform capability
Lead chatbot conversation design including intent mapping, fallback handling, and handoff-to-agent logic
Ensure platform health through regular audits, data hygiene practices, and compliance with security and privacy policies
Serve as the internal subject matter expert on Zendesk, providing training and guidance to support team members and administrators