Senior Zendesk Systems Administrator

We are seeking a Senior Zendesk Systems Administrator to join our IT department. As a Senior Zendesk Systems Administrator, you will be responsible for administering, operating, and continuously improving Omada's Zendesk platform, which supports service operations across Care Delivery organisations.

This role applies deep platform expertise to design scalable workflows, implement automation, and maintain system reliability to ensure Zendesk effectively supports Omada's service delivery operations. The position balances hands-on configuration with operational improvement and strategy deployment, ensuring the platform evolves alongside business needs while maintaining strong governance, documentation, and system stability.

The Senior Zendesk Systems Administrator partners closely with Member Services leadership, IT, Product, Engineering, and other cross-functional stakeholders to translate operational requirements into scalable system configurations. Success in this role requires strong technical judgment, operational ownership, strategic thought partnership, and the ability to independently drive improvements that enhance service workflows and operational efficiency.

Responsibilities:

• Own the administration, reliability, and operational maturity of Omada's Zendesk platform, including Support, Talk, Guide, AI Copilot, Workforce Management, and Explore.
• Serve as the internal Zendesk subject matter expert (SME), advising stakeholders on new and existing platform capabilities, workflow design, and configuration best practices.
• Design and maintain scalable service workflows including, but not limited to, routing logic, triggers, automations, ticket forms, views, macros, and queue structures.
• Manage the Zendesk configuration lifecycle, including change planning, testing, deployment, and documentation to ensure stable platform operations.
• Maintain strong configuration governance, ensuring workflows, automation logic, and integrations remain documented, traceable, and aligned with IT operational standards.
• Support audit and compliance readiness, maintaining configuration visibility and documentation required for environments such as SOC2 or HIPAA.
• Manage the intake and prioritization of Zendesk enhancement requests, maintaining a clear backlog aligned with operational priorities.
• Lead Zendesk platform initiatives and enhancement projects, coordinating stakeholders, defining requirements, and delivering system improvements that support evolving service operations.
• Meet operational SLAs for Zendesk platform support, ensuring timely response and resolution of system issues and configuration requests.
• Manage Zendesk vendor releases and platform updates, evaluating new capabilities and coordinating controlled rollout.
• Configure and maintain Zendesk Talk capabilities, including IVR routing, call flows, and queue logic supporting Member Services call center operations.
• Maintain and improve Zendesk Guide and Help Center structures to support internal teams and self-service support.
• Support and optimize Zendesk AI capabilities, including Copilot features that improve agent productivity and resolution efficiency.
• Troubleshoot complex platform issues across workflows, integrations, and configurations, identifying root causes and driving resolution.
• Configure and maintain Zendesk Explore dashboards and reporting, providing visibility into service performance, ticket trends, and operational metrics.

Cross-Functional Partnership and Services:

• Partner closely with Member Services leadership and operations teams to translate service workflows and operational requirements into scalable Zendesk configurations.
• Collaborate with IT, Product, Engineering, and Analytics teams to design integrations and workflows connecting Zendesk with internal and external operational systems.
• Serve as the primary Zendesk partner to operational stakeholders, ensuring platform capabilities are aligned with service delivery needs and operational priorities.
• Work with stakeholders to prioritize Zendesk enhancements and operational improvements, maintaining alignment between platform capabilities and evolving service workflows.
• Partner with Security, Compliance, and IT teams to ensure Zendesk configurations support organisational security standards and regulatory requirements.
• Support internal and external audit activities, providing documentation, system insights, and configuration transparency related to Zendesk controls and operational workflows.
• Collaborate with operational leaders to ensure Zendesk reporting and dashboards support service analytics, operational visibility, and performance monitoring.
• Provide training, enablement, and documentation to support consistent Zendesk usage and promote operational best practices across teams.
• Maintain clear and proactive communication with stakeholders regarding platform changes, system updates, and operational improvements.

What Great Looks Like:

• Owns the reliability and operational maturity of the Zendesk platform, ensuring workflows, automations, and integrations consistently support service operations across the organisation.
• Executes complex platform work independently, translating operational requirements into scalable configurations and delivering improvements with minimal oversight.
• Demonstrates strong operational discipline, ensuring system changes are properly designed, tested, documented, and communicated to maintain platform stability and trust.
• Seeks context before implementing solutions, developing a deep understanding of Member Services strategy, workflows, and operational needs to design effective system solutions.
• Acts boldly to improve service operations, proactively identifying opportunities to optimise workflows, reduce manual effort, and improve platform efficiency.
• Delivers reliable outcomes, consistently executing platform improvements, resolving system issues, and maintaining high standards of operational quality.
• Builds strong cross-functional partnerships, working effectively with Member Services, IT, Product, Engineering, and Analytics teams to align platform capabilities with operational priorities.
• Cultivates trust with stakeholders, serving as a dependable Zendesk expert who communicates clearly, follows through on commitments, and maintains transparency around system changes.
• Improves platform scalability over time, identifying opportunities to simplify workflows, reduce technical debt, and strengthen the long-term maintainability of the system.
• Supports a culture of operational excellence, sharing knowledge, documenting system behaviour, and helping teams use Zendesk effectively to deliver better service outcomes.

Candidate Requirements:

• 7+ years of experience administering SaaS platforms supporting customer service, support operations, or internal service management environments.
• Deep expertise with Zendesk Support, including triggers, automations, routing logic, ticket fields, forms, views, macros, and workflow configuration.
• Experience administering additional Zendesk products such as Talk, Guide, Explore, AI Copilot, or Workforce Management.
• Demonstrated ability to translate operational workflows into scalable system configurations, including ticket routing, service queues, and automations.