Senior Application Analyst - Zendesk

Meet the team:

Our mighty team of four Application Analysts support the CRM and ERP applications that Rover relies on to handle customer contact. This means you'll have the opportunity to work with a broad cross-section of Rover team members, on initiatives that really make a difference for customers and employees. Our current tech stack is Zendesk for core CRM and Netsuite for ERP functions. All of our supported apps are multi-tenant, cloud-based, i.e. no on-prem servers.

Who we're looking for:

This role will provide technical understanding and support for Rover's CRM tools - specifically Zendesk. They will participate, directly and at a high skill level, in resolving technical issues within our owned platforms, coordinating the implementation of new features and functionality, and collaborating with partner teams on projects and initiatives. The position calls for a highly qualified, self-motivated employee who has a zeal for improving Rover’s internal and external customer experience, a wide and deep understanding of all aspects of the Zendesk platform, and a drive for efficiency and process improvement.

Your responsibilities:

• Evaluate Rover’s use of Zendesk and adjacent applications, and take a leadership role in defining and championing work to improve efficiency and optimize our implementation
• Act as technical lead (if not full project lead) for efforts impacting our supported applications, helping to drive planning and solution design, as well as performing and/or facilitating configuration and other implementation work. These will include large feature rollouts, migrations, integrations, and optimization efforts.
• Action Rover-internal issues and requests escalated by team’s front-line support analyst, prioritizing according to business impact, balancing against project work, and resolving or implementing them in a timely manner
• Maintain expert-level technical understanding of supported applications, with a focus on identifying and surfacing features with potential to elevate Rover’s processes and outcomes
• Provide technical leadership and mentorship to junior team members, helping them grow in understanding, in their role and along their career path
• Supply thought leadership to operations and internal product roadmaps and other planning exercises, as well as flagging opportunities to increase our platforms’ usability, scalability, and efficiency
• Provide domain expertise to partner teams and leadership, clarifying platform capabilities and preferred solutions

Your qualifications:

• Bachelor's degree or, in lieu of a degree, comparable relevant work experience
• 5+ years direct experience administering and optimizing Zendesk implementations for established businesses, ideally with international footprints, including direct technical leadership of substantial efforts to build or iterate on complex functionality within that platform
• Deep, detailed understanding of Zendesk and its configuration components (Triggers, Macros, Tags, Skills, Omnichannel
• Routing including custom queues, etc.), as well as how it/they are used to support Operations teams for large-volume businesses
• Strong familiarity with the Zendesk APIs and how these are used by software teams and other stakeholders to extract data, as well as executing actions against the Zendesk platform
• Ability to understand business processes and translate business requirements into application functionality, including the ability to effectively and compassionately seek clarity from non-technical collaborators
• Ability to operate independently and effectively without direct oversight (your manager and the rest of the team will be in Seattle), and prioritize your own work in response to evolving business needs
• Curious, creative, and driven technologist with well-honed project management/participant, multitasking, and communication skills
• Ability to apply technology to address practical business problems
• Ability to balance attention to detail with expeditious execution in a fast-paced environment
• Dedicated teammate who owns details and looks around corners, and who exemplifies a customer- and solutions-focused approach to challenges
• Good communication capabilities across a variety of channels

Nice to haves:

• Zendesk Certified Administrator or Expert cerficiation
• Experience working with scripting languages such as Python or JavaScript, and/or software development experience generally
• Experience using AI tools (Claude, ChatGPT, Rovo, etc.) to accelerate analysis and solution development, particularly in the context of Zendesk
• Experience with at least one (and ideally more) M&A-driven migrations/integrations into Zendesk
• Experience with Zendesk’s AI feature-set
• General IT administration/support experience (managing email services/accounts, working with identity management systems like Okta, etc.)
• Active participant in at least one RFP, RFI, and/or RFQ
• Experience operating in Google Workspace toolset (Gmail/Calendar/Drive)
• Experience working within Agile frameworks such as kanban and scrum, ideally using the Atlassian suite (Jira/Confluence)
• Experience with compliance and regulatory requirements, e.g. GDPR, CCPA, SOX, PCI

Our style:

• We are committed to creating and fostering a culture of inclusivity and diversity both on our teams and through our solutions.
• We want people to feel comfortable bringing their whole selves to work, and to trust that they will be fully valued for who they are and what they can contribute.
• We embrace progressive IT practices, prioritizing cloud and SaaS solutions over on-prem, agile over waterfall (or waterfall in disguise), and are always looking for a better way to solve, for our customers and ourselves
• We're serious about the quality of the services we provide and believe in measuring our performance and striving to improve
• And dogs in the office. Bring yours, too!

Compensation:

• In the greater Barcelona area the first-year salary range is €47,124 - €57,120. Additionally, Rover offers a long-term incentive plan with a company performance-based cash payout and benefits to full-time employees.
• The cash compensation offered for this role will be dependent on the candidate's experience, qualifications, skills, and abilities as demonstrated in the interview and hiring process.