Zendesk Administrator
Core
Manage the global Nielsen Client Support Zendesk instance, ensuring daily operational efficiency, data accuracy, and UI optimization for support agents.
Role type
Zendesk Administrator
Builds
Zendesk instance configurations, dashboards, and support workflows
Domain
Media analytics / Customer Support Technology
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Zendesk Administration, Zendesk Explore, Agile/Scrum, Jira, Salesforce, system integration, data exchanges
Preferred skills
Cloud product architecture, backend processing systems
Technologies
Zendesk, Jira, Confluence, Salesforce, Explore
Responsibilities
Manage user roles, group mappings, view optimizations, and macro updates; Partner with Product Owner to implement Triggers, SLAs, and Forms; Audit Zendesk data and reporting for executive metrics; Identify UI friction points and propose configuration solutions; Prioritize and deploy enhancement requests globally.
Seniority
Mid-level, hands-on IC