We are Compass Digital-the digital and technology arm of Compass Group North America. We build and scale digital products and technologies to exceed the expectations of our guests and clients. Backed by research, we create remarkable user experiences with increased choice and convenience. We offer end-to-end solutions, simultaneously boosting sales and guest satisfaction.
Compass Digital was developed from within Compass Group, focusing on driving transformation and innovation in the hospitality spaces across Business & Industry, Education, and Healthcare. We power digital in the hospitality experience, ensuring that each touchpoint is optimized for guest satisfaction while leveraging data to achieve additional outcomes.
We ?rmly believe in the power of imagination, constantly asking ourselves, "What If?" We are fully integrated into Compass Group, proudly serving its' various clients through scalable, cutting-edge technologies and solutions.
Compass Group is the leading foodservice management and support services company, with $26 billion in revenue in 2023. In 2023, Compass Group was named one of Forbes' America's Best Large Employers along Springbuk's Healthiest 100 Workplaces in America (since 2019).
Job Summary
Analytical Zendesk Administrator with strong problem-solving, mathematics, programming, communication, and project management skills?
We are looking for a Full-Time Zendesk Administrator who will serve as the primary system administrator and lead the ongoing development and maintenance of our Zendesk instances. You will be responsible for driving the day-to-day configuration, support, maintenance and improvement of our service platform for Zendesk. Main focus Digital Care while potentially working closely with functional leaders, organizational units, and domain experts. You will identify, develop, implement processes including integrations to other applications, development of dashboards and reports, technical synergies of multiple desks, provide updates on the latest features on the platform, and configuration application to meet critical initiatives for Compass Digital (Digital Care Support Desk)
Responsibilities:
Daily administration including but not limited to; leading a multiple user setup, profiles and roles, customization of forms, fields, views, triggers and other business rules
Perform customization of fields, forms, views, business rules, workflows, email notifications, approval processes, reports and dashboards
Design and run complex reports and dashboards
Implement and support new system roll outs, as well as all required maintenance and upgrades in addition to recommendations for process improvements
Responsible for the overall data quality in Zendesk
Solve and provide solutions for technical issues and escalations
Provide new user accounts and manage licenses and permissions
Assist in training of new and current users
Assist with data imports, exports and updates, using Zendesk Explore and other tools
Create and maintain thorough, up to date, technical systems documentation
Ensure delivery of projects to the defined Best Practice
Working closely with business teams on ensure appropriate functionality
Manage Issues and Risks on the projects
Manage Change Control Process
Facilitate status meetings and reports as needed
Assist with training of resources and other initiatives as needed
Qualifications:
3-5 years of Zendesk Administrator experience with demonstration of strong knowledge and understanding of the platform
Experience using Zendesk Guide for integration with Clients' portals
Experience with integrations preferred
Certifications including Zendesk Administrator strongly preferred
Experience with programming languages such as SQL, JavaScript, HTML, Java and Apex preferred but not required
Familiarity with Zendesk REST API is a plus
Strong data management abilities
Ability to meet deadlines, handle and prioritize simultaneous requests
Strong English verbal and written communication skills, with the ability to communicate effectively at all levels of the organization
Solid understanding of Zendesk standard methodologies and functionality
Demonstrable ability to design and implement new processes and facilitate user adoption
Internal & external facing experience with large multifaceted projects