Senior Zendesk Platform Administrator

Join our team as a Senior Zendesk Platform Administrator, where you will design, implement, and maintain complex Zendesk configurations while collaborating with clients and internal teams to improve support operations.

You will leverage your expertise to enhance workflows, integrate systems, and provide training. Apply now to contribute to a dynamic and evolving support environment.

Responsibilities

• Configure and maintain Zendesk platform including Triggers, Automations, SLAs, Views, and Custom Fields
• Manage user access, roles, permissions, and organizational settings within Zendesk
• Administer the Zendesk Help Center ensuring knowledge base accuracy and searchability
• Collaborate with support, IT, and business stakeholders to gather requirements and develop scalable Zendesk solutions
• Identify and implement workflow automation to increase agent efficiency and reduce manual efforts
• Oversee integrations with other business-critical systems via APIs or native connectors
• Develop and maintain dashboards and reports using Zendesk Explore to monitor key support metrics
• Analyze data to provide actionable insights for continuous improvement in support operations
• Provide expert-level troubleshooting and technical support for Zendesk-related issues
• Create and deliver training and documentation on platform functionalities and best practices

Requirements

• Hands-on experience managing a production Zendesk instance for 3+ years
• Proven ability to design and implement end-to-end workflows in IT or customer service tools
• Strong understanding of ITSM terminology including Incident Management, Request Fulfillment, Knowledge Management, and SLAs
• Experience with data governance and security best practices in support platforms
• Excellent communication and documentation skills
• Strong problem-solving abilities
• Upper-Intermediate English level (B2)
• Experience working with ITSM Service Design and Incident Management processes
• Experience using Zendesk as a platform administrator
• Familiarity with user access and role management in Zendesk

Nice to have

• Hands-on experience as a ServiceNow System Administrator or similar CSM/ITSM platform administrator
• Ability to rapidly learn and apply skills to new platforms like Zendesk based on ITSM concepts

We offer

• Career plan and real growth opportunities
• Unlimited access to LinkedIn learning solutions
• Constant training, mentoring, online corporate courses, eLearning and more
• English classes with a certified teacher
• Support for employee's initiatives (Algorithms club, toastmasters, agile club and more)
• Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
• Flexible work schedule and dress code
• Collaborate in a multicultural environment and share best practices from around the globe
• Hired directly by EPAM & 100% under payroll
• Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
• Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
• 13 % employee savings fund, capped to the law limit
• Grocery coupons
• 30 days December bonus
• Employee Stock Purchase Plan
• 12 vacations days
• Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
• Monthly non-taxable amount for the electricity and internet bills

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

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