Overview
Audacy is seeking a Zendesk Administrator to join their Corporate team in Chicago or remote. As a Zendesk Administrator at Audacy, you will manage multiple Zendesk instances and brands aligned with business units. You will help standardize and optimize configurations, but also lead initiatives of integrations with other applications within the company.
This position is highly technical but requires business acumen in order to work closely with cross-functional business and technical teams.
Audacy offers full time employees with a comprehensive benefits package to include: health care coordinator, medical, dental, vision, telemedicine, flexible spending accounts, health savings account, disability, life insurance, critical illness, hospital indemnity, accident insurance, paid time off (sick, vacation, personal, parental, volunteer), 401(k) retirement plan, discounted employee stock purchase, student loan payment assistance program, legal assistance, life assistance program, identity theft protection, discounted home and auto insurance, and pet insurance.
Responsibilities
What You'll Do:
Manage multiple Zendesk instances and create a scalable platform across the organization.
Configure and monitor performance of automation, triggers, and workflows within the Zendesk instance.
Monitor and use performance data to identify pain points and efficiency opportunities.
Maintain and manage the backlog of operational and functionality enhancement requests and work with internal stakeholders and vendors to ensure prioritization and alignment with the business.
Integrate additional apps and 3rd party systems such as asset mgmt, pager duty and solarwinds application monitoring as dictated by business needs
Maintain subject matter expertise and historical documentation of Zendesk enhancements and releases.
Establish and maintain operating procedures for the administration of the platform that is consistent with overall company policies and guidelines.
Coordinate meetings with multiple levels of leadership and/or stakeholders to initiate working sessions, resolve project issues, as needed.
Maintain subject matter expertise and historical documentation of Zendesk enhancements and releases.
Create data flow diagrams and process flow diagrams to facilitate better system understanding.
Develop KPIs, measure and monitor success metrics while producing reports within Zendesk and other applicable platforms; Monitor change progress.
The Zendesk administrator works closely with the key stakeholders to ensure alignment with business objectives and technology solutions.
Conduct user acceptance testing to verify performance, reliability and identify any issues
Lead system requirements gathering sessions to identify critical business requirements for systems
Qualifications
More About You:
Required:
3-5 years of Zendesk administration experience with in-depth knowledge of ticketing, live channel support systems, and API/App Integrations.
Web/scripting technologies, HTML, CSS, JavaScript and/or SQL.
Strong skills in the following analytics tools: Excel, SQL, Tableau and/or Domo or other BI tools, PowerPoint, and/or Visio
Excellent analytical, verbal and written communication skills with the ability to communicate technical concepts to all levels of the organization effectively
Experienced in working in a fast-paced environment, flexible and adaptable.
Preferred:
Team oriented and collaborative
Critical thinking and problem-solving skills
Ability to multi-task and manage simultaneous projects and initiative
Education: B.S. in Finance and Accounting, Information Systems, or related field or equivalent
Vaccination Requirements
To help promote and ensure the safety of all of our employees and the communities we serve, we require all incoming employees to be fully vaccinated against the coronavirus. If hired, you will be required to provide proof of vaccination, which will be kept confidential. If you are not vaccinated, or partially vaccinated currently, but willing to become fully vaccinated, we invite you to still apply.
Audacy is committed to providing a safe and inclusive work environment for all and we recognize that some individuals may have a sincerely held religious belief as it pertains to the practice of immunization or a medical disability which may prevent them from becoming vaccinated. Individuals who cannot be fully vaccinated due to a sincere religious belief or medical disability may request an accommodation. We request that you refrain from discussing religious beliefs or medical conditions during the interview process. If you believe you need an accommodation, you will have an opportunity to submit your request during the interview process. All requests for accommodation will remain confidential and reviewed by selected individuals within the HR department. We cannot guarantee that all requests for accommodation will be granted. Please refer to our EEO policy and statement below.
About Us
Audacy, Inc. (NYSE: AUD) is a scaled, multi-platform audio content and entertainment company with the country's best radio broadcasting group, a leader in virtually every segment of audio, and America's #1 creator of original, premium audio. Audacy engages over 170 million consumers each month, bringing people together around the news, sports, podcasts and music that matter to them. Learn more at www.audacyinc.com , Facebook (Audacy Corp) and Twitter (@AudacyCorp).
EEO
Audacy is an Equal Opportunity and Affirmative Action Employer. Audacy affords equal employment opportunity to qualified individuals regardless of their race, color, religion or religious creed, sex/ gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, ancestry, age (over 40), physical or mental disability, medical condition, genetic information, marital status, military or veteran status, or other classification protected by applicable federal, state, or local law, and to comply with all applicable laws and regulations. Consistent with our commitment to equal employment opportunity, we provide reasonable accommodations to qualified individuals with disabilities who need assistance in applying electronically for a position with Audacy, unless doing so would impose an undue hardship. To request a reasonable accommodation for this purpose, please call 1-610-660-5614. Please note that this phone number is to be used solely to request an accommodation with respect to the online application process. Calls for any other reason will not be returned. Reasonable accommodation requests are considered on a case-by-case basis.
Job Locations USA-IL-Chicago
ID 2022-4195
Category Information Technology
Type Regular
