Zendesk System Specialist

Castle Group•Plantation, FL

14d

About The Position

The Zendesk System Specialist role will support the continued evolution and optimization of our customer experience platform Zendesk. In this mid-level role, you will work closely with the Director of HR Technology to streamline support processes, enhance system performance, and improve team efficiency through thoughtful configuration and cross-functional collaboration. You will serve as a key liaison between business teams and system capabilities—executing changes, launching updates, and driving feature adoption across departments.

Requirements

Bachelor's degree with concentration in Information Technology, Human Resources, or any related field strongly preferred.
Advanced command of Microsoft Office suite including but not limited to; Word, Excel, Power Point and Outlook.
Valid Driver’s License required.
1+ years of experience in system administration, ideally with Zendesk or similar platforms (e.g., Salesforce Service Cloud, Freshdesk, ServiceNow).
Experience configuring system workflows, automations, forms, and user permissions.
Ability to interpret business needs and translate them into scalable technical solutions.
Strong communication skills with the ability to collaborate across multiple departments.
Detail-oriented with strong documentation and process mapping abilities.
Strong problem-solving skills.
Ability to learn new technology required.
Ability to act with integrity, professionalism, and confidentiality.

Nice To Haves

Familiarity with customer service operations or support center environments is a plus.
HCM system experience (UKG) is a plus.

Responsibilities

Manages projects and process improvement, including applying change management experience to facilitate movement to new quality levels.
Support the administration and configuration of Zendesk across all modules, including ticketing, workflows, automations, reports/dashboards, and user roles.
Partner with business teams to evaluate existing processes and propose system-based solutions that improve performance, efficiency, and service delivery.
Manage the implementation of approved system changes, ensuring clear communication, user training, and documentation.
Assist in launching new features and functionality to end users, ensuring adoption and alignment with business goals.
Regularly evaluate system usage and identify opportunities to better leverage Zendesk capabilities.
Monitor system performance and user feedback to ensure a high-quality experience.
Stay current on Zendesk updates and industry best practices, recommending enhancements as appropriate.
Responds to inquiries from internal customers regarding system process and functionality
Performs other related duties as assigned.