Senior Zendesk & CRM Solutions Architect

A Place for Rover, Inc.; Bellprat; On-site; EUR 47,000 - 57,000; Full time

Benefits offered by this job

Dogs in the office

Job summary

Rover is seeking an experienced Application Analyst to own Zendesk administration and elevate our customer experience. Based near Barcelona, you will work with global partners to optimize our CRM/ERP stack, primarily Zendesk, with Netsuite for ERP, and drive initiatives that improve efficiency.

You’ll translate business needs into technical solutions, mentor teammates, and lead large feature rollouts, migrations, and integrations while collaborating with teams across time zones.

Qualifications

• Bachelor's degree or equivalent relevant work experience.
• 4+ years direct Zendesk administration experience, including leadership of substantial efforts.
• Deep understanding of Zendesk configuration components (Triggers, Macros, Tags, Skills, Omnichannel Routing, custom queues).
• Strong familiarity with Zendesk APIs and data extraction.
• Ability to translate business requirements into application functionality.
• Ability to operate independently with minimal oversight (team in Seattle).
• Curious, creative technologist with project management and communication skills.
• Ability to apply technology to address practical business problems.
• Attention to detail with expeditious execution in a fast-paced environment.
• Customer- and solution-focused approach to challenges.
• Good communication across channels.

Responsibilities

• Evaluate Zendesk usage and champion efficiency improvements.
• Lead or participate in projects affecting supported applications: planning, design, configuration, migrations, integrations, and optimization.
• Address internal issues escalated by front-line support analyst and prioritize accordingly.
• Maintain expert-level understanding of supported apps and surface features to improve processes.
• Provide technical leadership and mentorship to junior team members.
• Supply thought leadership to operations and product roadmaps and flag opportunities to increase usability and efficiency.
• Provide domain expertise to partner teams and leadership.

Skills

Zendesk administration

Technical leadership

Cross-team collaboration

Communication skills

Independent work

Education

Bachelor's degree or equivalent

Tools

Zendesk

Netsuite

Job description

Rover is seeking an experienced Application Analyst to own Zendesk administration and elevate our customer experience. Based near Barcelona, you will work with global partners to optimize our CRM/ERP stack, primarily Zendesk, with Netsuite for ERP, and drive initiatives that improve efficiency.

You’ll translate business needs into technical solutions, mentor teammates, and lead large feature rollouts, migrations, and integrations while collaborating with teams across time zones.