Zendesk IT Analyst

Allegion plc; India; Remote; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health insurance

401K with company match

TuitionReimbursement

Unlimited PTO

Employee discounts

Job summary

Allegion plc seeks a Zendesk IT Analyst/Administrator to own and evolve the Zendesk platform across multiple brands, delivering intuitive Help Center experiences and AI-powered chatbots for our global teams.

You will design, configure, and maintain Zendesk solutions, manage multi-brand access, and surface leadership insights with custom dashboards while ensuring security and privacy compliance.

Qualifications

• 3+ years of hands-on Zendesk administration experience in a professional environment.
• Proficiency in HTML and CSS for Help Center customization.
• Experience building Zendesk chatbots using Flow Builder/Answer Bot/AI Agents.
• Strong knowledge of Zendesk APIs, webhooks, and external integrations.
• Familiarity with Liquid templating for dynamic content in tickets and articles.
• Excellent communication and ability to document configurations for varied audiences.

Responsibilities

• Own day-to-day administration of Zendesk Suite across multi-brand instances.
• Design and maintain branded Help Center sites with HTML/CSS tweaks.
• Build and optimize AI-powered chatbots and automated flows.
• Configure routing, triggers, automations, macros, and SLAs.
• Collaborate with IT, Customer Success, and product teams to translate requirements.
• Manage user roles, permissions, groups, and organizations across brands.
• Create dashboards and reports to surface actionable insights.
• Evaluate and support third-party Zendesk Marketplace apps and integrations.
• Lead chatbot design including intent mapping and handoff-to-agent logic.
• Ensure platform health with audits, data hygiene, and privacy compliance.

Skills

Zendesk administration

HTML & CSS

Chatbot design

Zendesk APIs

Liquid templating

Data dashboards

Education

Bachelor's degree in CS/IS or related field

Tools

Zendesk Suite (Support/Guide/Chat/Talk/Explore)

Zendesk Flow Builder

Answer Bot

Job description

Creating Peace of Mind by Pioneering Safety and Security

At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 40 brands, 14,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond.

Additionally, Allegion is proud to be recognized with the 2026 Gallup Exceptional Workplace Award (GEWA) for the third consecutive year, earning distinction in both the employee engagement and strengths categories. This year, Allegion also received Gallup’s With Distinction honor — a designation reserved for a select group of organizations that go above and beyond in building exceptional workplace cultures.

Allegion is looking for Z endesk IT Analyst/Administrator to work as part of a collaborative, customer-experience-focused team within a global organization of 14,000+ employees, representing 40+ brands (including Schlage, Von Duprin and LCN) dedicated to safety, security and access management. In this role, you'll own and evolve the Zendesk platform that powers customer support across multiple Allegion brands — building intuitive Help Center experiences, deploying intelligent chatbots, and ensuring our agents have the tools they need to deliver exceptional service.

Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position.

What You’ll Do

• Own day-to-day administration of Zendesk Suite (Support, Guide, Chat, Talk, Explore) across multiple Allegion brand instances
• Design, develop, and maintain branded Help Center sites using HTML and CSS, including custom Copenhagen theme modifications and reusable article templates
• Build, configure, and continuously improve AI-powered chatbots and automated flows using Zendesk Flow Builder, Answer Bot, and Zendesk AI Agents
• Configure and optimize ticket routing, triggers, automations, macros, views, SLAs, and business rules to support evolving operational needs
• Partner with cross functional IT, Customer Success, and product teams to translate business requirements into scalable Zendesk solutions
• Manage user roles, permissions, groups, and organizations across multi-brand environments with appropriate access controls
• Build and maintain custom dashboards and reports in Zendesk Explore to surface actionable insights for leadership and operations teams
• Evaluate, implement, and support third-party Zendesk Marketplace apps and API integrations to extend platform capability
• Lead chatbot conversation design including intent mapping, fallback handling, and handoff-to-agent logic
• Ensure platform health through regular audits, data hygiene practices, and compliance with security and privacy policies
• Serve as the internal subject matter expert on Zendesk, providing training and guidance to support team members and administrators

What You Need to Succeed

• Bachelor's Degree in Computer Science, Information Systems, or a related field, or equivalent years of relevant work experience
• 3+ years of hands-on Zendesk administration experience in a professional environment
• Proficiency in HTML and CSS for Help Center customization — you should be comfortable editing themes, styling article layouts, and troubleshooting rendering issues
• Demonstrated experience building Zendesk chatbots using Flow Builder, Answer Bot, or Zendesk AI Agents
• Strong working knowledge of Zendesk Suite products: Support, Guide, Chat, Talk, and Explore
• Experience with Zendesk APIs, webhooks, and integrations with external platforms
• Familiarity with Liquid templating for dynamic content within tickets and Help Center articles
• Strong analytical mindset with the ability to design and interpret custom Explore reports and dashboards
• Ability to manage multiple priorities in a fast-moving environment while communicating clearly with stakeholders at all levels
• Excellent written and verbal communication skills, including the ability to document configurations and processes for both technical and non-technical audiences
• Zendesk Administrator Certification preferred
• Experience managing multi-brand or enterprise-scale Zendesk environments preferred

Why Work for Us

• You're seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there’s plenty of room to make an impact. As our values state, “this is your business, run with it”.
• You’re looking for a company that will invest in your professional development. As we grow, we want you to grow with us.
• You want a culture that promotes work-life balance. Our employees enjoy generous paid time off, because at Allegion we recognize that you have a full life outside of work!
• You want to work for an award-winning company that invests in its people. Allegion is proud to be a recipient of the Gallup Exceptional Workplace Award for the second year in a row, recognizing our commitment to employee engagement, strengths-based development, and unlocking human potential.

What You’ll Get from Us

• Health, dental and vision insurance coverage, helping you “be safe, be healthy”.
• A commitment to your future with a 401K plan, offering a 6% company match and no vesting period
• TuitionReimbursement
• Unlimited PTO
• Employee Discounts through Perks at Work
• Community involvement and opportunities to give back so you can “serve others, not yourself”
• Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching

We Celebrate Who We Are

Allegion is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we’re required to, but because it’s the right thing to do. We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team ([e-mail]) .

© Allegion plc, 2023 | Block D, Iveagh Court, Harcourt Road, Dublin 2, Co. Dublin, Ireland

REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370

Allegion is an equal opportunity and affirmative action employer (https://www.allegion.com/corp/en/careers/equal-opportunity.html)

Privacy Policy

We are Allegion.

A team of experts.

United under a common desire;

Protect today innovate for tomorrow.

And never settle for the status quo.

We believe in anticipating opportunities

by sharpening our skills

and finding new answers

through collaboration.

We believe in a safer, more secure world.

We believe in providing peace of mind.

We believe in being true to ourselves and to those

who trust-in our protection.

We are many. We are one.

We are Allegion.