Zendesk System Administrator (On-site Clark, Dayshift)
Summary
Owns day-to-day administration and optimization of an Australian client's Zendesk platform on-site in Clark, Pampanga — managing users, roles, workflows, triggers, automations, SLAs, ticket routing, and reporting dashboards. Core stack: Zendesk administration/configuration and customer-service ticketing.
About the role
We are seeking an experienced Zendesk System Administrator to take ownership of the ongoing administration, optimization, and continuous improvement of our Australian client's Zendesk platform. The successful candidate will work independently to ensure the platform is reliable, efficient, and aligned with business and customer-service requirements. This role will work closely with internal stakeholders, operational teams, and business leaders to understand requirements, translate business needs into effective Zendesk solutions, and provide guidance on platform capabilities and best practices.
Key responsibilities
Manage and maintain the Zendesk platform, including users, roles, permissions, groups, views, forms, fields, macros, triggers, automations, and business rules.
Configure and optimize workflows to improve operational efficiency and customer experience.
Manage SLAs, ticket routing, queues, notifications, and other platform configurations.
Monitor platform performance and proactively identify opportunities for improvement.
Maintain platform documentation, configuration records, and standard operating procedures.
Troubleshoot and resolve Zendesk configuration and functionality issues.
Review existing Zendesk processes and identify opportunities to improve efficiency, automation, and user experience.
Recommend and implement improvements based on business requirements and Zendesk best practices.
Develop and maintain Zendesk reports, dashboards, and operational metrics.
Act as the primary Zendesk point of contact for internal stakeholders.
About you
3+ years of hands-on experience administering Zendesk.
Strong practical knowledge of Zendesk administration and configuration.
Experience with workflows, triggers, automations, views, forms, macros, SLAs, roles, permissions, and reporting.
Strong understanding of customer service and ticketing processes.
Demonstrated ability to work independently and take ownership of a platform.
Strong analytical and problem-solving skills.
Excellent written and verbal communication skills.
Experience working directly with stakeholders to gather requirements and implement solutions.
Ability to manage multiple priorities and work effectively with minimal supervision.
Strong attention to detail and documentation skills.
Why join us?
Enjoy a comprehensive benefits package designed to support your well-being and work-life balance, with health coverage, paid leave, statutory benefits, and additional opportunities to earn referral incentives.
