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Skills Required

zendesk design configuration deployment support chat macros onboarding offboarding payroll provisioning workday slack content testing resolve training documentation rest zapier hris sap successfactors communication management certifications

Work Mode

On-site

Job Type

Full Time

Job Description

Role

Total Experience

Location


Key Responsibilities

  • Collaborate with HR, IT, and other stakeholders to gather business requirements and translate them into Zendesk workflows.
  • Lead the design, configuration, and deployment of Zendesk modules (Support, Guide, Chat, Talk, etc.).
  • Build custom ticket forms, triggers, automations, macros, SLAs, and views.
  • Implement multi-tier workflows including onboarding, transfer, offboarding, payroll support, IT provisioning, and more.
  • Integrate Zendesk with other enterprise systems (e.g., UKG Pro, Workday, Active Directory, Slack, MS Teams).
  • Develop Help Center and knowledge base content structure.
  • Set up user roles, groups, permission schemes, and branding.
  • Conduct UAT (User Acceptance Testing), resolve issues, and refine workflows.
  • Provide training and documentation for internal users and support agents.
  • Support go-live activities and post-launch optimizations.


Qualifications

  • 3+ years of hands-on experience implementing and configuring Zendesk.
  • Proven track record of leading successful Zendesk implementations across HR, IT, or Customer Support environments.
  • Strong understanding of Zendesk features: triggers, automations, macros, SLAs, ticket fields, Guide, Chat, Talk.
  • Experience with integrations using REST APIs or iPaaS tools (e.g., Workato, Boomi, Zapier, MuleSoft).
  • Familiarity with HRIS systems like UKG Pro, Workday, or SAP SuccessFactors is a plus.
  • Excellent communication and stakeholder management skills.
  • Zendesk certifications (Admin, Guide, Support) preferred.

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