Job Description

Zendesk Operations & Strategy Analyst - Philadelphia, 19109, United States of America

How we LEAD:

We’re looking for a Z endesk Operations & Strategy Analyst to join our internal UMG Zendesk team and support one of our key eCommerce partners. This role blends technical expertise with strategic insight, ensuring Zendesk aligns with business goals, elevates customer experiences, and empowers our teams.

This role follows a hybrid work model , balancing remote flexibility with in-person collaboration. Team members are expected to be on-site at our Philadelphia office for at least 3 days per week .

How you'll CREATE:

• Configure, administer, and optimize Zendesk, including workflows, automations, triggers, SLAs, macros, and reporting
• Maintain and improve ticketing workflows to increase efficiency for both agents and end users
• Manage user roles, permissions, and system access in alignment with security and compliance standards
• Partner cross-functionally with stakeholders to identify opportunities for workflow improvements, automation, and self-service expansion
• Leverage reporting and analytics to track performance, identify trends, and recommend enhancements
• Troubleshoot technical issues in collaboration with the UMG Zendesk Admin Lead and Zendesk Support
• Serve as the Zendesk subject matter expert (SME), providing training, guidance, and support to agents, administrators, and business stakeholders, including eCommerce partners
• Stay informed on new Zendesk features, updates, and best practices to drive platform adoption and continuous improvement

Bring your VIBE:

Skills & Abilities:

• Hands-on expertise in Zendesk administration, configuration, and optimization
• Strong knowledge of the Zendesk Suite (Support, Guide, Explore, Talk, Chat) and experience with SDKs and APIs
• Experience with API-based integrations and middleware platforms
• Proven ability to translate business requirements into effective technical solutions
• Track record of improving processes, adoption, and customer experiences within Zendesk
• Strong understanding of customer service operations and best practices
• Skilled in reporting, analytics, and dashboard creation to guide decision-making
• Excellent problem-solving abilities with high attention to detail
• Effective communicator, with demonstrated success in cross-functional collaboration
• Experience leading or contributing to cross-functional projects involving multiple stakeholders

Experience:

• 3+ years of experience in Zendesk administration
• Expertise in configuring workflows, automations, triggers, SLAs, macros, and roles
• Demonstrated success aligning Zendesk capabilities with strategic business objectives
• Experience generating insights and recommendations through data analysis and reporting
• Background in customer support, operations, or CX strategy preferred Education & Certification
• Bachelor’s degree (or equivalent experience) in IT, Engineering, or a related technical field
• Zendesk Administrator Certification preferred (past or current), but not required

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