Senior IT Engineer

Responsibilities:

Strategic Discovery & Consulting: Lead cross-functional discovery sessions with incoming teams to define technical requirements and translate business needs into actionable project plans.
Platform Architecture: Manage and architect the full Zendesk stack (Support, Guide, Explore, Talk) for a multi-brand environment, optimizing AI-driven Answer Bots and self-service tools.
Lifecycle Workflow Orchestration: Design automated Joiner/Mover/Leaver (JML) workflows and hardware/software provisioning triggers, integrating Zendesk with Oomnitza or similar ETM platforms.
Advanced Automation: Design and deploy complex workflows using Zendesk triggers, automations, and third-party middleware to eliminate manual overhead.
Integration Development: Build and maintain bi-directional integrations between Zendesk and core enterprise tools including Slack, Okta, and Google Workspace.
Security & Compliance: Enforce platform security policies to ensure compliance with HIPAA, SOC2, and SOX regulations.
Technical Escalation & Mentorship: Serve as the senior-most escalation point for complex configuration, Liquid markup, or API issues.
Documentation: Maintain a comprehensive library of technical documentation for custom automations and system architecture.
Requirements:

5+ years of IT engineering experience supporting large-scale enterprise environments.
3+ years of experience in enterprise-level Zendesk Administration and architecture.
IAM Integration Expertise: Proven experience creating integrations within Zendesk for Identity and Access Management (IAM) tools such as Okta, IIQ, or homegrown solutions.
Technical Scripting: Ability to write scripts in Python or BASH for customized reporting, API interactions, and advanced workflows.
Project Leadership: Demonstrated ability to lead discovery sessions and act as a consultant for internal stakeholders.
Bonus points:

Automation Certifications: Workato Certifications or proficiency in no-code solutions like Okta Workflows.
Zendesk Expertise: Zendesk App Developer Certification.
Technical Certifications: JAMF 300/400 or Apple Certified Support Professional.
Asset Management: Experience integrating Zendesk with ETM platforms like Oomnitza.