Zendesk Analyst

Responsibilities

• Build and maintain Zendesk routing rules, triggers, automations, forms, fields, views, and SLA policies
• Identify friction in agent workflows and drive configuration improvements
• Build contextual workspaces for the Agent Workspace and Efficiency function
• Configure and maintain Tymeshift business rules in partnership with Workforce Management
• Enforce Zendesk permissions and access controls across BPO partners
• Build Explore dashboards and reports in partnership with Analytics
• Implement AI tooling configurations including Auto Assist and Copilot
• Manage change management with version control and configuration logs

Requirements

• Bachelor's degree in computer science, information systems, business operations, or related field
• 4+ years of hands-on Zendesk configuration experience in customer service or BPO environments
• Experience with workforce management tooling such as Tymeshift, NICE, or Verint
• Experience building reports in Zendesk Explore, Looker, Tableau, or Power BI
• Strong understanding of permissions, access controls, and security best practices
• Proven ability to translate business requirements into scalable platform builds

Preferred Qualifications

• Zendesk Support Administrator Expert Certification
• Experience in gaming, live operations, or interactive entertainment
• Zendesk certifications in App Development or AI Specialization
• Experience with AI tooling integration like conversational AI
• Familiarity with skills-based routing design and optimization

About the Company

Rockstar Games creates world-class entertainment experiences, working on large-scale creative projects within an inclusive and highly-motivated environment.