Zendesk Administrator - Contractor (Virtual, CAN)

Sirva Bgrs Llc; Canada; Remote; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a passionate Zendesk System Administrator to enhance customer experiences through effective administration and integration of Zendesk and Microsoft Dynamics 365. This dynamic role involves providing technical support, implementing new features, and collaborating with cross-functional teams to drive innovations. The ideal candidate will have a strong background in system administration, particularly with Zendesk, and a commitment to improving processes and customer satisfaction. Join a diverse corporate culture that values ongoing learning and offers workplace flexibility.

Benefits

Competitive salary and incentive plans

Workplace flexibility

Comprehensive benefits packages

Generous vacation days

Collaborative corporate culture

Opportunities for learning and career development

Qualifications

• 5+ years in System/Application Administration with strong Zendesk knowledge.
• Experience with Microsoft Dynamics 365 and Zendesk SDK/API is desired.

Responsibilities

• Administer and manage Zendesk and Microsoft Dynamics 365 environments.
• Collaborate on feature enhancements to improve customer service/support.

Skills

Zendesk development/integrations

Microsoft Dynamics 365

System/Application Administration

Analytical thinking

Problem-solving skills

Communication skills

Time-management skills

Customer focus

Education

Associate or higher degree in related field

Tools

Zendesk SDK

Zendesk API

Job description

Canada

Job Description

Posted Tuesday, April 15, 2025 at 4:00 AM

Role Overview

The Zendesk System Administrator role will be responsible for the administration, process design and integration and ongoing management of the BGRS Zendesk environment and Microsoft Dynamic 365. The role requires a self-motivated individual who has a strong passion for improving customer experience and a drive for efficiency and process improvement.

This position is focused on providing technical administration support for business tools and applications for the operations on Zendesk's CRM application. The Zendesk System Administrator will be responsible for coordinating the launch of new features and functionality, working with internal customers on customization projects and working with the IT Operations team, resolving technical issues in support of expanding our Zendesk CRM adoption. This includes development and support of Zendesk client configurations and custom analytics.

What You’ll Be Doing

• Provide thought leadership on Zendesk developments and the ability to identify innovations/new capabilities
• Leverage product understanding & roadmap to determine which capabilities should be implemented
• Support development and maintenance of technology standards, policies and procedures to support technology roadmap
• Assist cross-functionally to implement new or enhanced features to improve Customer Service/Support
• Assist with workflow/process design, best practice education and administration of all Enterprise Business solutions when assigned
• Create/update team processes and procedures as necessary
• Assist in creating test plans and in coordinating and testing enhancements and new versions of Zendesk
• Assist in developing training materials and training users on Zendesk
• Assist in building reports and dashboards
• Solid experience translating business requirements into Zendesk design and implementation steps ensuring alignment to standards. This includes proactively guiding the business through feature availability and capabilities
• Support a virtual team of global Zendesk implementation resources, including those providing Tier 1 and tier 2 support
• Interact with Zendesk contacts directly to drive roadmaps and align support for our growing needs
• Full technical integration of the Zendesk platform into the customer's support environment to include changes, widget implementation, API integration, CRM workflow configuration and reporting configurations
• Own and maintain documentation for Zendesk setup, issue resolution, customizations, etc.
• Design and configure Zendesk workflow (Support, Talk, Chat and Guide modules)
• Work cross-functionally to implement new or enhanced features to improve Zendesk
• Work to implement Microsoft Dynamics 365.

What You Bring to Sirva

• 5+ years System or Application Administration experience/education
• 3+ years’ experience with Zendesk development/integrations
• 3+ years’ advanced knowledge of developertools including Zendesk SDK and API
• Associate or higher degree in related field
• Experience in Microsoft Dynamics 365 is desired
• Zendesk administration certification is desired
• Strong ability to translate business requirements into technical Zendesk solutions
• Strong verbal and written communication skills
• Extremely organized with strong time-management skills and the ability to prioritize work assignments
• High level of customer focus and service excellence
• Strong analytical thinking and problem-solving skills

What Sirva Offers

• Competitive salary and incentive plans
• Workplace flexibility for a balanced work/life approach
• Comprehensive benefits packages and wellness program
• Generous company-paid vacation days and holiday time
• Challenging, collaborative, diverse corporate culture
• Ongoing opportunities for learning and career development

If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at [e-mail] and let us know the nature of your request and your contact information.