Lead the configuration and optimization of systems, focusing on aligning them with business needs.
Manage daily operations within Zendesk, including user roles, permissions, workflows, and system enhancements.
Work closely with internal stakeholders together feedback, resolve issues, and implement system improvements.
Ensure that business and functional objectives are met through effective technology solutions.
Educate and support teams across the organization, enhancing their ability to use systems effectively.Conduct training sessions and provide ongoing support to ensure best practices.
Investigate and resolve system issues, including access problems and workflow concerns.
Manage system outages and implement necessary fixes or workarounds.
Maintain comprehensive documentation for system configurations, customizations, and issue resolutions.
Ensure adherence to quality standards and data integrity across systems.
Design and configure system solutions, supporting continuous improvement and innovation.
Assist with system integrations and updates, ensuring seamless operation.
Complete other relevant projects and tasks and assigned by management.
Drive automation and AI initiatives within Zendesk, including workflow optimization, AI Agent deployment, and data-driven improvements.
