Zendesk Administrator

Donnelley Financial Solutions (DFIN) is a leader in risk and compliance solutions, providing insightful technology, industry expertise and data insights to clients across the globe. We're here to help you make smarter decisions with insightful technology, industry expertise and data insights at every stage of your business and investment lifecycles. As markets fluctuate, regulations evolve and technology advances, we're there. And through it all, we deliver confidence with the right solutions in moments that matter.
Summary:
The Zendesk Administrator will be primarily responsible for the administration, process design and integration and ongoing management of the Zendesk environment. The role requires a self-motivated individual who has a strong passion for improving customer experiences and a drive for efficiency and process improvement.
This position is focused on providing technical administration support for business tools and applications on Zendesk's application. The 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 adoption. This includes development and support of Zendesk client configurations and custom analytics.
Responsibilities:

• 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.
• Maintains professional and technical knowledge by tracking emerging trends / new functionality within Zendesk releases.
• 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.
• Communicate recommendations and strategic plans for improving/maintaining consumer impacting KPIs.
• Assist with workflow/process design, best practice education and administration of all Enterprise Business solutions when assigned.
• Assist in creating test plans, and in coordinating / testing enhancements and new versions of Zendesk Sandbox and Production environments.
• Assist in developing training materials and training users on Zendesk.
• Assist in building reports and dashboards (Explore).
• Full technical integration of the Zendesk platform into the customer support environment to include changes, widget implementation, API integration, 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).
• Work cross-functionally to implement new or enhanced features to improve Zendesk Assist in developing training materials and training users on Zendesk.

Qualifications:

• 1-3+ years System or Application Administration experience/education
• 1-3+ years' experience with Zendesk development/integrations
• 1-3+ years' advanced knowledge of developer tools including Zendesk SDK and API Associate

Preferred Skills

• Bachelor's Degree
• Attention to detail
• Ability to work independently and meet deadlines.
• Excellent verbal and written communication skills
• Strong Project Management skills desirable.
• 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

It is the policy of Donnelley Financial Solutions to select, place and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran's status, actual or perceived sexual orientation, genetic information or any other protected status.
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