Zendesk Platform Analyst & Automation Lead

Allegion; Indiana; Hybrid; USD 85,000 - 115,000; Full time

Benefits offered by this job

Health insurance

401K plan

Tuition reimbursement

Unlimited PTO

Employee discounts

Community involvement

Strengths coaching

Job summary

Allegion seeks an IT Platform Analyst/Administrator to manage Zendesk suites, design Help Center sites, and build AI-powered chatbots within a multi-brand environment. You will collaborate with IT, Customer Success, and product teams to translate business needs into scalable solutions and maintain platform health with strong data governance.

The role emphasizes hands-on administration, API integrations, and reporting, offering growth in a global security company recognized for workplace

Qualifications

• 3+ years of hands-on administration experience with enterprise IT applications or SaaS platforms.
• Bachelor's degree or equivalent in CS/IS or related field.
• Proficiency in HTML and CSS for Help Center customization.
• Demonstrated experience building chatbots or automated routing.
• Strong knowledge of core support tools: Ticketing, Knowledge Management, Live Chat, Analytics.
• Experience with REST APIs and integrating SaaS platforms.

Responsibilities

• Own day-to-day Zendesk Suite administration across multiple Allegion brand instances.
• Design and maintain branded Help Center sites using HTML and CSS.
• Build and improve AI-powered chatbots and automated workflows using Power Automate, Zendesk Flow Builder, and Answer Bot.
• Configure and optimize ticket routing, triggers, automations, macros, views, SLAs, and business rules.
• Collaborate with IT, Customer Success, and product teams to translate requirements into scalable solutions.
• Manage user roles, permissions, and organizations across multi-brand environments.
• Create dashboards and reports in Zendesk Explore for leadership and operations.
• Evaluate and integrate 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 security/compliance.
• Provide training and guidance to support team members.

Skills

Analytical mindset

Communication skills

Prioritization

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Zendesk

Salesforce

ServiceNow

Freshdesk

HubSpot

REST APIs

Power Automate

Zendesk Explore

Job description

Allegion seeks an IT Platform Analyst/Administrator to manage Zendesk suites, design Help Center sites, and build AI-powered chatbots within a multi-brand environment. You will collaborate with IT, Customer Success, and product teams to translate business needs into scalable solutions and maintain platform health with strong data governance.

The role emphasizes hands-on administration, API integrations, and reporting, offering growth in a global security company recognized for workplace