Senior Application Analyst

Who you are

• Bachelor's degree or, in lieu of a degree, comparable relevant work experience
• 4+ 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
• 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

What the job involves

• 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
• 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
• Lead or participate heavily in projects 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
• 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!

Benefits

• Compensation and Benefits: We offer competitive compensation, health benefits and a pension plan with company match. We also offer generous perks like meal vouchers and wellness reimbursement.
• Treats: Enjoy stocked fridges, coffee, soda, and lots of treats (for humans and dogs). We offer free lunches twice a month and have regular team activities, including happy hours, and more.
• Hybrid Working: We believe that the best work is done in a flexible environment.
• Time Off: Family and life events will always trump business. We offer 25 days of PTO.
• Dogs and Cats: We'll provide help to adopt or foster a pet and help cover your pet's staycation with a sitter on Rover.
• Parental Leave: Work shouldn't get in the way of life. That's why we offer maternity leave (10 weeks fully paid and up to 7 weeks of STD at 60%) and paternity leave (10 weeks fully paid)
• Compensation: We offer competitive compensation as well as 401K match, holiday pay, and pet assistance funds.
• Time Off: Family and life events will always trump business. We offer a generous paid time off package starting at 4 weeks annually, as well as 11 paid holidays
• Health: Taking care of yourself and your health comes first. We offer a competitive benefits package that includes medical, dental, vision, commuter benefits, a generously funded health and wellness wallet, and life insurance.
• Dogs and Cats: We'll provide $1000 to help you adopt or foster a dog or cat. And whenever you need to get away, we'll help cover your pet's staycation with a sitter on Rover.