IT Analyst

🔥 17 horas atrás

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Allegion

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 2013

🔐 Segurança

🔧 Hardware

🏢 Corporativo

💰 Post-IPO Debt em 2022-06

Security • Hardware • Enterprise

Allegion (NYSE: ALLE) é um pioneiro global em acesso facilitado, com marcas líderes como CISA®, Interflex®, LCN®, Schlage®, SimonsVoss® e Von Duprin®. Focando na segurança em torno da porta e áreas adjacentes, a Allegion protege pessoas e bens com uma variedade de soluções para residências, empresas, escolas e instituições.

Descrição

• Own day-to-day administration of Zendesk Suite (Support, Guide, Chat, Talk, Explore) across multiple Allegion brand instances. • Design, develop, and maintain branded Help Center sites using HTML and CSS, including custom Copenhagen theme modifications and reusable article templates. • Build, configure, and continuously improve AI-powered chatbots and automated flows using Zendesk Flow Builder, Answer Bot, and Zendesk AI Agents. • Configure and optimize ticket routing, triggers, automations, macros, views, SLAs, and business rules to support evolving operational needs. • Partner with cross functional IT, Customer Success, and product teams to translate business requirements into scalable Zendesk solutions. • Manage user roles, permissions, groups, and organizations across multi-brand environments with appropriate access controls. • Build and maintain custom dashboards and reports in Zendesk Explore to surface actionable insights for leadership and operations teams. • Evaluate, implement, and support third-party Zendesk Marketplace apps and API integrations to extend platform capability. • Lead chatbot conversation design including intent mapping, fallback handling, and handoff-to-agent logic. • Ensure platform health through regular audits, data hygiene practices, and compliance with security and privacy policies. • Serve as the internal subject matter expert on Zendesk, providing training and guidance to support team members and administrators.

🎯 Requisitos

• Bachelor's Degree in Computer Science, Information Systems, or a related field, or equivalent years of relevant work experience. • 3+ years of hands-on Zendesk administration experience in a professional environment. • Proficiency in HTML and CSS for Help Center customization — you should be comfortable editing themes, styling article layouts, and troubleshooting rendering issues. • Demonstrated experience building Zendesk chatbots using Flow Builder, Answer Bot, or Zendesk AI Agents. • Strong working knowledge of Zendesk Suite products: Support, Guide, Chat, Talk, and Explore. • Experience with Zendesk APIs, webhooks, and integrations with external platforms. • Familiarity with Liquid templating for dynamic content within tickets and Help Center articles. • Strong analytical mindset with the ability to design and interpret custom Explore reports and dashboards. • Ability to manage multiple priorities in a fast-moving environment while communicating clearly with stakeholders at all levels. • Excellent written and verbal communication skills, including the ability to document configurations and processes for both technical and non-technical audiences. • Zendesk Administrator Certification preferred. • Experience managing multi-brand or enterprise-scale Zendesk environments preferred.

🏖️ Benefícios

• Health, dental and vision insurance coverage, helping you “be safe, be healthy”. • A commitment to your future with a 401K plan, offering a 6% company match and no vesting period. • Tuition Reimbursement. • Unlimited PTO. • Employee Discounts through Perks at Work. • Community involvement and opportunities to give back so you can “serve others, not yourself”. • Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching.