Zendesk Manager/Administrator

Woodland Hills, CA 91367

Employment Type: Contract To Hire Job Category: Systems Administrator Job Number: 19874

Job Description

Job Summary:
We are UMG, the Universal Music Group. We are the world’ s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.
To summarize managerial and lead technical role supporting Global Client Services (GCS) Projects / Initiatives utilizing Zendesk platform, work with cross functional teams, GCS customers to configure Zendesk platform based on business rules, taxonomy/framework agreed upon. Develop / Support configuration of Zendesk system including forms/workflows to support GCS processes. Job Functions:
• Administer the use of Zendesk to optimize effectiveness of operations supporting GCS Group
• Manage and support project work items, operational requests against evolving business priorities
• Help improve existing processes and innovate new processes utilizing Zendesk to improve client / customer experience
• Help scale and expand the Zendesk platform throughout Global UMG business
• Collaboration with other teams / functional groups to ensure cross functional alignment
• Liaison with Zendesk helpdesk team on technical issues as needed
• Maintain and support all Zendesk enhancement and releases
• Support culture of continuous improvement
• Manage team of Zendesk developer(s) and work with Zendesk consultants to deliver & support Projects
• Setup and manage Quality Assurance capability, implementation of feedback loops for best quality data, compliance & QA
• Develop reporting capabilities, metrics & executive dashboards with Zendesk or using Data Analytics / BI tools Job Requirements:
• Proven ability to understand business processes and translate business requirements into application functionality
• Demonstrate deep knowledge of business and functional areas of Zendesk
• Excellent written and verbal communications
• Proven project management, multitasking and prioritization skills
• Ability to balance attention to detail with expeditious execution in a fast-paced environment
• Self-directed and focused on driving solutions to problems proactively
• Working Knowledge of Zendesk channels including Support, Guide, Talk, Chat & Explore
• Done successful integrations and worked/supported in a SaaS environment
Universal Music Group – Job Description 2
• Working knowledge of Zendesk development SDK and API’ s, HTML /CSS
• Minimum 5+ years of Zendesk administration experience, including experience implementing and managing holistic customer experience, managing multiple instances of Zendesk
• Proven experience administrating, supporting, and utilizing enterprise wide Zendesk Multi-brand instances
• Minimum 7+ years of successful System or Application Administration experience
• Minimum 3+ years Project Management experience with agile methodologies, managing and providing guidance to team of developers
• At least 2 years of experience administering customer success tools
• Familiarity with Jira, Slack, ServiceNow a plus
• Previous customer service management experience a plus
• Experience managing multi-tenant environment is a plus
• A Bachelor’ s degree (or equivalent work experience) in IT, Engineering, or related science and math discipline with a Technology emphasis
• Zendesk Support Administrator Certification is preferred

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