Zendesk System Administrator (On-site Clark, Dayshift)

JOBS360; Pampanga; On-site; PHP 700,000 - 900,000; Full time

Job summary

JOBS360 is seeking an experienced Zendesk System Administrator to own the ongoing administration, optimization, and continuous improvement of a Zendesk platform for our Australian client. You will work independently to ensure reliability, efficiency, and alignment with customer-service requirements.

Collaborating with internal stakeholders and operational teams, you will translate business needs into effective Zendesk solutions, guide best practices, and develop reports and dashboards to drive

Qualifications

• 3+ years hands-on Zendesk administration.
• Strong knowledge of Zendesk administration and configuration.
• Experience with workflows, triggers, automations, views, forms, macros, SLAs.
• Ability to work independently and own the platform.
• Strong communication and stakeholder collaboration.

Responsibilities

• Manage users, roles, permissions, groups, views, forms, and fields.
• Configure and optimize workflows to improve efficiency and customer experience.
• Manage SLAs, ticket routing, queues, notifications.
• Monitor platform performance and identify improvement opportunities.
• Maintain Zendesk documentation, configuration records, and SOPs.
• Troubleshoot Zendesk configuration and functionality issues.
• Review processes to improve efficiency and user experience.
• Develop Zendesk reports and dashboards.
• Act as the primary Zendesk point of contact for internal stakeholders.

Skills

Zendesk administration

Workflow automation

SLA management

Reporting

Stakeholder collaboration

Problem-solving

Documentation

Communication skills

Tools

Zendesk

Zendesk reporting

Job description

About the role

We are seeking an experienced Zendesk System Administrator to take ownership of the ongoing administration, optimization, and continuous improvement of our Australian client's Zendesk platform. The successful candidate will work independently to ensure the platform is reliable, efficient, and aligned with business and customer-service requirements. This role will work closely with internal stakeholders, operational teams, and business leaders to understand requirements, translate business needs into effective Zendesk solutions, and provide guidance on platform capabilities and best practices.

Key responsibilities

• Manage and maintain the Zendesk platform, including users, roles, permissions, groups, views, forms, fields, macros, triggers, automations, and business rules.

• Configure and optimize workflows to improve operational efficiency and customer experience.

• Manage SLAs, ticket routing, queues, notifications, and other platform configurations.

• Monitor platform performance and proactively identify opportunities for improvement.

• Maintain platform documentation, configuration records, and standard operating procedures.

• Troubleshoot and resolve Zendesk configuration and functionality issues.

• Review existing Zendesk processes and identify opportunities to improve efficiency, automation, and user experience.

• Recommend and implement improvements based on business requirements and Zendesk best practices.

• Develop and maintain Zendesk reports, dashboards, and operational metrics.

• Act as the primary Zendesk point of contact for internal stakeholders.

About you

• 3+ years of hands-on experience administering Zendesk.

• Strong practical knowledge of Zendesk administration and configuration.

• Experience with workflows, triggers, automations, views, forms, macros, SLAs, roles, permissions, and reporting.

• Strong understanding of customer service and ticketing processes.

• Demonstrated ability to work independently and take ownership of a platform.

• Strong analytical and problem-solving skills.

• Excellent written and verbal communication skills.

• Experience working directly with stakeholders to gather requirements and implement solutions.

• Ability to manage multiple priorities and work effectively with minimal supervision.

• Strong attention to detail and documentation skills.

Why join us?

Enjoy a comprehensive benefits package designed to support your well-being and work-life balance, with health coverage, paid leave, statutory benefits, and additional opportunities to earn referral incentives.