Zendesk Administrator

Responsibilities

• Manage daily administration tasks including user roles, group mappings, view optimizations, and macro updates
• Partner with the Product Owner to translate business requirements into functional Zendesk updates such as Triggers, SLAs, and Forms
• Audit Zendesk data and reporting using Zendesk Explore to provide accurate metrics for executive storytelling
• Act as the technical "Voice of the Agent" to identify UI friction points and propose configuration improvements
• Manage a high volume of enhancement requests from global teams, prioritizing them based on a strategic roadmap
• Collaborate with the Delivery Manager to ensure updates are deployed on time without disrupting support lanes

Requirements

• 2-3 years of hands-on Zendesk Administration experience in a global, multi-region environment
• Zendesk Certified Administrator credential
• Deep proficiency in Zendesk Explore for building complex, cross-functional dashboards
• Experience working within an Agile/Scrum team and managing tasks in Jira
• Proficiency with Atlassian Jira and Confluence tools
• Experience with Salesforce
• Strong technical aptitude with the ability to translate business needs into technical solutions
• Excellent written and verbal communication skills

Preferred Qualifications

• Familiarity with cloud product architecture and general software engineering practices
• Experience with backend processing systems, system integration, and data exchanges
• Ability to work independently in an autonomous, self-directed 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.