Software Administrator II

About The Opportunity
We're all about connecting hungry diners with our network of over 300,000 restaurants nationwide. Innovative technology, user-friendly platforms and streamlined delivery capabilities set us apart and make us an industry leader in the world of online food ordering. When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process!
Why Work For Us
Grubhub is a place where authentically fun culture meets innovation and teamwork. We believe in empowering people and opening doors for new opportunities. If you're looking for a place that values strong relationships, embraces diverse ideas-all while having fun together-Grubhub is the place for you!
The Software Administrator II will be a key team member of the Care Systems & Tools team with the opportunity to work hands-on in Care's most sensitive software systems; impacting onboarding, ticketed workflows, Sev response, and complex configuration tasks for the Care organization. Additionally, the Software Administrator II will play a key role in creating team best practices, assisting in complex systems migrations and configurations, as well as working with multiple high-level stakeholders to solve business problems with software solutions.
The Impact You Will Make:

• Maintain and support the integrity of Care's software systems including Zendesk and supported integrations
• Manage business leader technology requests start to finish, prioritizing workflow and escalating to appropriate support teams, such as DataLeague, Reporting, and WFM as appropriate
• Identify and troubleshoot any software performance issues and demonstrate an ability to drive successful resolutions (this requires partnering with Grubhub Technical Operations & Product teams and external Zendesk support
• Troubleshooting non-urgent technical issues, including root cause analysis, sandbox testing, and completing plan language summaries for diverse set of business stakeholders
• Act as current software SME for Care internal stakeholders, effectively communicating capabilities and limitations of current software
• Collect data on effectiveness of current software integrations, providing insights for Tools team strategy
• Interface with Tech and Product teams as the Zendesk subject matter expert to translate specifications from internal business owners
• Collaborate with business stakeholders to troubleshoot issues, prioritize enhancements and execute operational requests
• Support end-to-end implementation of software product enhancements and migrations
• Collaborate with Managers and Sr. leaders on key initiatives and projects that are large scale for the team and business

What You Bring to the Table:

• Bachelor's degree or equivalent experience
• 5+ years of related work experience
• 2+ years advanced administration experience for CRM solution, preferably Zendesk
• 2+ years experience as systems administrator for telephony product
• Understanding of how SaaS integrations work and have experience troubleshooting in a SaaS environment
• Experience acting as SME for large scale SaaS integrations
• Excellent written and verbal communication
• Experience collaborating cross-functionally and prioritizing needs across multiple stakeholders
• Ability to understand business processes and translate business requirements into application functionality
• Project management, multitasking & prioritization skills
• Certifications in Verint or Zendesk preferred

And Of Course, Perks!

• Flexible PTO. Grubhub employees enjoy a generous amount of time to recharge.
• Health and Wellness. Excellent medical, dental and vision benefits, 401k matching, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
• Compensation. You'll receive a great compensation package with eligibility for generous incentives, bonuses, commission, or RSUs (role-specific).
• Free Meals. Our employees get a weekly Grubhub credit to enjoy and support local restaurants.
• Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Fund . Employees are also given paid time off each year to support the causes that are important to them.

Grubhub is an equal opportunity employer. We welcome diversity and encourage a workplace that is just as diverse as the customers we serve. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you're applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an email to [email protected] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.
If you are a resident of the State of California and would like a copy of our CA privacy notice, please email [email protected].