Senior Application Analyst - Zendesk
New
R
RoverCRM applications
Listing location: Spain; Workplace type: Remote; Structured job location: SpainFull-TimeSenior
SalaryIn the greater Barcelona area the first-year salary range is €47,124 - €57,120. Additionally, Rover offers a long-term incentive plan with a company performance-based cash payout
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Job Details
- Experience
- 5+ years direct experience administering and optimizing Zendesk implementations
- Required Skills
- Project ManagementPythonAgileJavascriptGoogle WorkspaceZendesk
Requirements
- Have a bachelor's degree or comparable relevant work experience.
- Have 5+ years of direct experience administering and optimizing Zendesk implementations.
- Have experience with established businesses and technical leadership of substantial efforts to build or iterate on complex Zendesk functionality.
- Understand Zendesk configuration components, including Triggers, Macros, Tags, Skills, and Omnichannel Routing, including custom queues.
- Understand how Zendesk supports operations teams in large-volume businesses.
- Be familiar with Zendesk APIs and their use by software teams and other stakeholders to extract data and execute actions.
- Be able to understand business processes and translate business requirements into application functionality.
- Be able to work independently and prioritize work as business needs evolve.
- Have project management or project participation experience and the ability to manage multiple tasks.
- Nice to have: Zendesk Certified Administrator or Expert certification.
- Nice to have: scripting experience with Python or JavaScript, or software development experience.
- Nice to have: experience with Zendesk AI features, AI tools, migrations or integrations, Google Workspace, Agile frameworks, Atlassian tools, or compliance requirements.
Responsibilities
- Evaluate Rover’s use of Zendesk and adjacent applications, and define and champion work to improve efficiency and optimize the implementation.
- Lead or support planning and solution design for application projects, and perform or facilitate configuration and implementation work.
- Coordinate large feature rollouts, migrations, integrations, and optimization efforts affecting supported applications.
- Prioritize and resolve internal issues and requests escalated by the front-line support analyst.
- Maintain expert technical understanding of supported applications and identify features that could improve processes and outcomes.
- Provide technical leadership and mentorship to junior team members.
- Contribute platform expertise to operations, internal product roadmaps, and planning exercises.
- Advise partner teams and leadership on platform capabilities and preferred solutions.
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