What You'll Do Define the platform vision and roadmap Work with cross-team and cross-functional leads to understand current and future needs, translating their input into an aligned platform vision and an incremental development roadmap. Own projects end-to-end Take ownership of technical projects f

Responsibilities:
Zendesk Configuration & Optimization
• Serve as the Zendesk lead for Support Operations use cases.
• Configure and enhance workflows, including forms, fields, triggers, automations, SLAs, and reporting.
• Design solutions that support Support Operations intake, triage, workflow management, and operational processes.
• Partner with platform owners to test and deploy changes in alignment with governance standards.
• Contribute to integrations using Zendesk APIs and apps as needed.
Business Analysis & Process Design
• Act as the primary business analyst for Support Operations Zendesk use cases.
• Gather and document requirements and translate them into clear system designs.
• Develop a strong understanding of Support Operations workflows, including intake, triage, routing, process management, and operational execution.
• Identify opportunities to improve efficiency, data quality, automation, and user experience.
Governance, Change & Security
• Follow established systems governance, version control, and release management practices.
• Support change management activities, including impact analysis, testing, documentation, and user readiness.
• Ensure Zendesk changes adhere to security best practices, role-based access controls, and compliance standards.
• Maintain clear documentation for configurations, workflows, and process guidelines.
Collaboration & Enablement
• Partner cross-functionally with IT, Product, Support, Customer Success, and platform owners.
• Serve as a trusted advisor to Support Operations stakeholders.
• Help ensure Zendesk changes are aligned with broader enterprise architecture, governance standards, and strategic roadmap initiatives.
• Work collaboratively with the Support Operations Zendesk AI Subject Matter Expert (SME) to support the evaluation, design, testing, deployment, and adoption of Zendesk AI capabilities and use cases across the organization.

Qualifications:
Required
• Strong hands-on experience with Zendesk administration and configuration.
• Experience building workflows using triggers, automations, forms, and reporting.
• Proven ability to gather requirements and translate business needs into system solutions.
• Experience supporting intake-driven, operational workflow, or case management processes.
• Understanding of change management and system governance practices.
• Strong communication, facilitation, and documentation skills.
Preferred Certifications
• Zendesk Support Administrator Certification and/or Zendesk Support Developer Certification.
Nice to Have (Professional Experience)
• Experience integrating Zendesk with Salesforce and other enterprise systems.
• Familiarity with Support Operations, service delivery, customer support, or operational workflow management environments.
• Experience working within shared platform ownership models.
• Exposure to workflow automation, AI-enabled support operations, or business process optimization initiatives.
• Hands-on experience implementing and optimizing Zendesk AI Suite capabilities, including AI Agents, Copilot, Intelligent Triage, automation workflows, and AI-driven support experiences.