Senior IT Infrastructure Engineer I

Responsibilities

• Manage daily Zendesk administration including user roles, group mappings, view optimizations, and macro updates
• Partner with Product Owners to translate business requirements into functional updates such as Triggers, SLAs, and Forms
• Audit Zendesk data and utilize Zendesk Explore to build complex, cross-functional dashboards and reporting
• Act as the technical "Voice of the Agent" to identify UI friction points and propose configuration improvements
• Manage a high volume of enhancement requests globally, prioritizing them based on a strategic roadmap
• Collaborate with Delivery Managers to ensure updates are deployed on time without disrupting support operations

Requirements

• 2-3 years of hands-on Zendesk Administration in a global, multi-region environment
• Zendesk Certified Administrator status
• Deep proficiency in Zendesk Explore for advanced reporting
• Experience working within an Agile/Scrum team environment
• Proficiency with Atlassian Jira and Confluence
• Experience with Salesforce

Preferred Qualifications

• Familiarity with cloud product architecture and general software engineering practices
• Experience with backend processing systems, system integration, and data exchanges
• Strong ability to navigate ambiguity and work independently in an autonomous environment

About the Company

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed.