Zendesk Platform Owner | Remote | Contract

Healthcare Triangle, Inc.; Washington (District of Columbia); Remote; USD 120,000 - 160,000; Full time

Job summary

Smithfield is seeking a Zendesk Platform Owner for a remote, long-term contract. The role focuses on governance, platform architecture, and integration oversight with Workday and Zenplates themes.

The candidate will manage custom theme functionality, evaluate new Zendesk capabilities, and coordinate across HRIS/IT/HR teams to ensure a seamless employee self-service experience.

Qualifications

• Strong understanding of Zendesk platform architecture and governance.
• Experience reviewing changes to ticket workflows, routing, reporting, and permissions.
• Familiarity with Zendesk AI and automation features and integration points.

Responsibilities

• Maintain platform architecture documentation, governance standards, and decision records.
• Review proposed changes for impacts to ticket workflows, routing, reporting, permissions, self-service, integrations, and employee experience.
• Evaluate new Zendesk capabilities, including AI and automation features, for fit with Smithfield HR service delivery.
• Own the relationship and roadmap with Zenplates for custom theme functionality, upgrades, and support needs.
• Apply custom code, often in partnership with Zenplates.
• Coordinate testing and approval of theme updates, dynamic content changes, form visibility logic, and portal design changes.
• Ensure the AskHR portal remains usable, brand-aligned, accessible, and mobile-friendly.
• Maintain documentation for theme dependencies, custom code, vendor contacts, and change history.
• Evaluate user experience issues and recommend improvements to landing pages, menus, search, and navigation.
• Workday Integration Oversight and coordination across HRIS, IT, Zendesk, and delegated support owners.
• Assess downstream Zendesk impacts when Workday data structures or roles change.
• Ensure integration documentation remains current and that recurring issues are converted into process or configuration improvements.
• Lead integration updates and efforts to reduce generated errors.
• Support governance around profile data quality, user attributes, segments, and employee portal access.
• Identify opportunities to automate repetitive work, improve routing, reduce manual triage, and increase employee self-service.
• Evaluate Zendesk AI capabilities and determine where they can safely support HRSSC work.
• Monitor automation effectiveness and prevent conflicting or outdated triggers, automations, macros, or workflows.
• Maintain an improvement backlog tied to measurable outcomes.
• Partner with HRSSC leaders and COEs to redesign processes before automating them.
• Vendor & Support Management and coordination with Zendesk Premier Support and internal partners.

Skills

Zendesk

Zenplates

Workday

Tools

Zendesk

Zenplates

Workday

Job description

Role : Zendesk Platform OwnerLocation : Remote Duration : Long-term Contract Job Description :

• Maintain platform architecture documentation, governance standards, and decision records.
• Review proposed changes for impacts to ticket workflows, routing, reporting, permissions, self-service, integrations, and employee experience.
• Evaluate new Zendesk capabilities, including AI and automation features, for fit with Smithfield HR service delivery. Zenplates Theme & Portal Experience Governance.
• Own the relationship and roadmap with Zenplates for custom theme functionality, upgrades, and support needs.
• Apply custom code, often in partnership with Zenplates
• Coordinate testing and approval of theme updates, dynamic content changes, form visibility logic, and portal design changes.
• Ensure the AskHR portal remains usable, brand-aligned, accessible, and mobile-friendly.
• Maintain documentation for theme dependencies, custom code, vendor contacts, and change history.
• Evaluate user experience issues and recommend improvements to landing pages, menus, search, and navigation. Workday Integration Oversight
• Maintain working knowledge of the Workday-to-Zendesk integration, user sync/profile creation process, role/audience assignment impacts, and authentication dependencies.
• Coordinate across HRIS, IT, Zendesk, and delegated support owners when integration issues affect agents, employees, reporting, or self-service access.
• Assess downstream Zendesk impacts when Workday data structures, supervisory organizations, locations, job profiles, employee types, or security roles change.
• Ensure integration documentation remains current and that recurring issues are converted into process or configuration improvements.
• Lead integration updates and efforts to reduce generated errors.
• Support governance around profile data quality, user attributes, segments, and employee portal access.
• Identify opportunities to automate repetitive work, improve routing, reduce manual triage, and increase employee self-service.
• Evaluate Zendesk AI capabilities and determine where they can safely support HRSSC work.
• Monitor automation effectiveness and prevent conflicting or outdated triggers, automations, macros, or workflows.
• Maintain an improvement backlog tied to measurable outcomes such as fewer reopens, faster resolution, better deflection, or reduced call volume.
• Partner with HRSSC leaders and COEs to redesign processes before automating them.
• Vendor & Support Management
• Smithfield can lead vendor management, but it would be beneficial for this person to participate
• Coordinate with Zendesk Premier Support, Zendesk Assist, Zenplates, and internal IT/HRIS partners as needed.
• Track open vendor issues, enhancement requests, escalations, and support commitments.
• Prepare clear problem statements, business impact summaries, examples, screenshots, and testing results for support tickets.
• Ensure vendor guidance is translated into Smithfield-specific documentation, training, or configuration updates.
• Maintain awareness of renewals, support entitlements, release notes, and relevant product changes.