IT Platform Analyst

Allegion; Indiana (PA); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health insurance

401K plan

Tuition reimbursement

Unlimited PTO

Employee discounts

Job summary

Allegion is seeking an IT Platform Analyst/Administrator to own Zendesk Suite administration across multiple brands, build Help Center sites with HTML/CSS, and enhance AI-powered chatbot workflows. You will partner with IT, Customer Success, and product teams to translate requirements into scalable solutions and maintain platform health.

You will need a Bachelor's degree or equivalent experience, 3+ years of enterprise SaaS admin experience, HTML/CSS proficiency, and Zendesk certification

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 3+ years of hands-on administration experience with enterprise IT applications or SaaS platforms including Zendesk, Salesforce, ServiceNow, Freshdesk, or HubSpot.
• Proficiency in HTML and CSS for Help Center customization.
• Experience building/chatbot automation and routing logic.
• Strong knowledge of core support tools: ticketing, knowledge management, live chat, analytics.
• Experience with REST APIs and integrating SaaS platforms.
• Familiarity with templating languages for dynamic content in tickets/articles is a plus.
• Strong reporting skills and ability to design dashboards.
• Excellent written and verbal communication; able to document configurations clearly.
• Zendesk Administrator Certification or equivalent preferred.
• Experience managing multi-brand or enterprise-scale software environments preferred.

Responsibilities

• Own day-to-day administration of Zendesk Suite across multiple Allegion brand instances and integrate adjacent IT systems.
• Design, develop, and maintain branded Help Center sites using HTML and CSS, including custom themes and reusable article templates.
• Build, configure, and 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.
• 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 proper access controls.
• Build and maintain custom dashboards and reports in Zendesk Explore to surface insights for leadership and operations.
• Evaluate, implement, and support third-party Zendesk Marketplace apps and API integrations.
• Lead chatbot conversation design including intent mapping, fallback handling, and handoff-to-agent logic.
• Ensure platform health through regular audits, data hygiene, and compliance with security/privacy policies.
• Serve as internal Zendesk SME, providing training and guidance to support team members.

Skills

Analytical mindset

Communication

Cross-functional collaboration

Prioritization

Problem solving

Documentation

Education

Bachelor's Degree in Computer Science or Information Systems

Tools

Zendesk Suite

Power Automate

Zendesk Flow Builder

Answer Bot

Zendesk Explore

REST APIs

HTML/CSS

Liquid/Handlebars templating

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.

© 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

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