IT Platform Analyst

Allegion Canada Inc.; Indiana (PA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health, dental and vision insurance

401K with 6% company match

Tuition Reimbursement

Unlimited PTO

Employee Discounts

Job summary

Allegion Canada Inc. is seeking an IT Platform Analyst/Administrator to manage Zendesk across multiple brands, build branded Help Center experiences, and optimize AI-powered chatbots and workflows.

You will collaborate with IT, Customer Success and product teams to translate requirements into scalable solutions while upholding security and privacy policies. The role requires 3+ years of hands-on admin experience with enterprise SaaS apps (Zendesk, Salesforce, ServiceNow) and strong HTML/CSS for

Qualifications

• Bachelor's Degree in Computer Science, Information Systems, or related field, or equivalent experience.
• 3+ years of hands-on administration experience with enterprise IT applications or SaaS platforms (e.g., Zendesk, Salesforce, ServiceNow, Freshdesk, HubSpot)
• Proficiency in HTML and CSS for Help Center customization; editing themes and troubleshooting rendering issues
• Experience building chatbots, conversational flows, or automated routing logic
• Strong knowledge of ticketing, knowledge management, live chat, cloud telephony and analytics
• Experience with REST APIs and integrating SaaS with external systems
• Familiarity with templating languages (Liquid, Handlebars) is a plus
• Strong analytical mindset to design and interpret custom reports and dashboards
• Ability to manage multiple priorities and communicate with stakeholders
• Excellent written and verbal communication skills
• Zendesk Administrator Certification preferred
• Experience managing multi-brand or enterprise-scale software environments preferred

Responsibilities

• Own day-to-day administration of Zendesk Suite across multiple brand instances.
• Design, develop, and maintain branded Help Center sites using HTML and CSS.
• Build and improve AI-powered chatbots and automated workflows.
• Configure and optimize ticket routing, triggers, automations, macros, views and SLAs.
• Partner with IT, Customer Success and product teams to translate requirements.
• Manage user roles, permissions, groups and organizations across multi-brand environments.
• Build and maintain custom dashboards and reports in Zendesk Explore.
• Evaluate and support third-party Zendesk Marketplace apps and API integrations.
• Lead chatbot conversation design including intent mapping and handoff-to-agent logic.
• Ensure platform health through audits, data hygiene, and privacy compliance.
• Serve as internal Zendesk subject matter expert and provide training.

Skills

Zendesk administration

HTML/CSS

Chatbot design

Analytical thinking

Cross-functional collaboration

Communication skills

Education

Bachelor's degree in Computer Science, Information Systems, or related field

Tools

Zendesk Suite

Power Automate FLOW

Zendesk Flow Builder

Answer Bot

Zendesk AI Agents

REST APIs

Webhooks

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 an IT Platform 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 customer experience and support platforms that power multiple Allegion brands — with Zendesk making up the core of your day‑to‑day responsibilities. As you build intuitive Help Center experiences, deploying intelligent chatbots, and optimize ticketing workflows, you will also have the opportunity to evaluate, integrate, and grow your expertise across other enterprise IT platforms.

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, while helping to manage and integrate adjacent IT and business systems
• Design, develop, and maintain branded Help Center sites using HTML and CSS, including custom theme modifications and reusable article templates
• Build, configure, and continuously improve AI‑powered chatbots and automated workflows using Power Automate FLOW, 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 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 administration experience with enterprise IT applications or SaaS platforms (e.g., Zendesk, Salesforce, ServiceNow, Freshdesk, HubSpot)
• 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 chatbots, conversational flows, or automated routing logic
• Strong working knowledge of core support tools: Ticketing, Knowledge Management, Live Chat, Cloud Telephony and Analytics
• Experience with REST APIs, webhooks, and integrating SaaS platforms with external systems
• Familiarity with templating languages (e.g., Liquid, Handlebars) for dynamic content within tickets and articles is a plus
• Strong analytical mindset with the ability to design and interpret custom 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 (or equivalent platform certifications) preferred
• Experience managing multi‑brand or enterprise‑scale software environments preferred

Why Work for Us?

Allegion is a Great Place to Grow your Career if: 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
• Tuition Reimbursement
• 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.

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.