Zendesk Architect: Back-Office Ops & Analytics

Doo Group

Petaling Jaya

On-site

MYR 50,000 - 85,000

Full time

4 days ago

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Job summary

Doo Group is seeking a Zendesk Specialist to optimize and maintain Zendesk across the Broker Back Office. You will work with Department Heads across Trading, Risk, Fund In/Out, Payment Support, Client Experience, Compliance, Sales and Marketing to translate operational needs into robust Zendesk configurations and scalable processes.

The role focuses on data-driven decision making, KPI alignment, and governance to ensure accurate reporting and efficient ticket handling.

Qualifications

Practical experience administering Zendesk or similar ticketing/CRM platform in an operational setting.
Strong understanding of back-office workflows, ticket lifecycle, ownership, escalation and resolution processes.
Experience extracting, validating and analyzing system data for operational reporting and KPIs.
Degree or equivalent in Information Technology, Computer Science, Information Systems, Business Analytics, or related discipline.

Responsibilities

Gather and define departmental SLA and KPI requirements with department heads.
Configure and maintain Zendesk forms, fields, groups, views, triggers, automations and routing logic.
Design ticket classifications and mandatory fields to support reliable analytics.
Ensure data structure supports accurate reporting and dashboards.
Review and governance of Zendesk configurations and change requests.
Build and maintain Zendesk Explore reports and leadership dashboards.