As a Customer and Partner focused organisation, Gracenote puts the customer at the heart of our strategy and brings cross-functional teams together to ensure consistently high customer engagement and satisfaction. We are actively searching for an experienced Zendesk Specialist to focus on Customer & Partner Experience (CPX) operational transformation and efficiency in support of our continued effort to scale and further advance our customers’ and partners’ experience.

As a Zendesk Specialist, you will manage our customer service platform (Zendesk) and execute our commitment to delivering a top-class experience across our service touchpoints. You will take ownership of the configuration, customization, and optimization of our Zendesk platform to support our global Customer and Partner teams and ensure seamless customer interactions.

The position requires excellent organizational, self-motivation and interpersonal skills, as well as the ability to design and implement end-to-end strategic and innovative Operational solutions with a continuous improvement mindset.

Responsibilities

• As our Zendesk expert, configure and administer the platform to ensure optimal performance and meet evolving needs. This includes managing business rules, agent groups, ticket routing, integrations, and automations.
• Lead the integration of Zendesk with third-party applications (e.g., Jira, ServiceNow) to streamline workflows and enhance data flow.
• Develop and implement onboarding programs for new Zendesk users, both internally and externally.
• Analyze Zendesk data to identify trends, pain points, and opportunities for improvement. Translate insights into actionable solutions to optimize the platform and enhance customer experience, creating solutions in Zendesk where no out-of-the-box ones might exist.
• Own the creation and maintenance of comprehensive reports within Zendesk, providing valuable data to stakeholders for informed decision-making.
• Educate key stakeholders on how to “self-serve” in Zendesk to decentralize administration where possible, create contingency plans in case of incidents whilst maintaining governance as our main admin.

• 7-10 years of experience as a CRM Admin or Specialist, with a strong understanding of CRM functionalities, including ticketing systems, automations, and integrations.
• 4+ years of experience in automation, configurations, reporting and integrations using Zendesk platform
• Bachelor's Degree or higher in Information Systems, Information Technology , Computer Science, or a related field.
• Proficiency in building and managing integrations with third-party applications using APIs or pre-built connectors.
• Strong technical background, including proficiency in managing and configuring helpdesk systems, automations, triggers, workflows, and reporting.

ADDED ADVANTAGE

• Zendesk Expert or Admin  Certification.
• Experience with scripting languages (e.g. Python) for automation.
• Any experience with navigating and updating HTML, CSS, and JavaScript

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