We are looking for an Application Support Analyst who is comfortable working cross-functionally and collaboratively. This position will report to the IT director, be an IT team player, and develop relationships across the entire company.  You will be a trusted subject matter expert of the corporate user experience and help design, implement, and maintain the company’s acquisition and adoption of tools and initiatives. The main focus of this position will be Zendesk, but the ideal candidate enjoys new unique challenges and loves working within a collaborative team to build meaningful experiences.
What you will do:
o Manage administrative functions for Zendesk, including, User management, Ticket management, Workflow, Testing, Automation, engage with vendor support as needed, and Reporting.
o Manage cross-functional system changes to automate and bring efficiency
o Use analytics, ticket audits, and workflow audits to proactively identify new features and workflow changes that improved the customer experience and increased agent productivity
o Design and monitor reports and dashboards that captured deep insights into the team’s performance.
0 Help develop and prioritize product features and custom tools for a better support experience, for agents and customers alike.
0 Partner with various teams to identify gaps, examine opportunities, and model improvements.
0 Collaborate with other IT team members and gather requirements from across all departments to understand the needs of our tools and offerings and define success for corporate IT projects.
o Define standards for Administration and Maintenance for new managed projects
o Produce documentation and training materials for IT team members and end users.
o Ensure all our vendors comply with security, retention, and other compliance requirements.
o Compare and contrast multiple options and rate how they meet all the requirements for projects.
o Design impactful and creative solutions, measure results, and iterate to drive optimal outcomes.
o Measure and evaluate the impact of solutions developed against gathered requirements.
o Stay on top of market and technology trends.
o Assist with day to day tasks as needed by the rest of the team.
About you: 
o Bachelor’s Degree
o 10+ years of experience in IT, IT project management, and/or other relevant IT experience
o Minimum of 3-4 years of experience with Zendesk
o Experienced with MacOS, Windows, Azure Active Directory, and Google Workspaces
o Knowledge of Hubspot and MDM a plus
o Ability to independently manage several projects simultaneously and operate under deadlines in a fast-paced environment
o Intellectually curious and loves learning new things
o Embraces analyzing and using data to inform decisions
o Strong writing and communication skills;
o Ability to interact successfully with multiple levels of staff within our company
o Ability to translate business requirements into product specifications
o Demonstrated attention to detail and structured thinking
o Must be team-oriented and willing to work as part of a growing organization
What We Offer:
o Comprehensive medical, dental, vision, and life insurance
o Competitive compensation package and equity
o 401(k) match
o Monthly work from home stipend of $50 net
o Flexible work schedule and paid time off
o Collaborative culture with a supportive team
o A great place to work with unlimited growth opportunities
o The opportunity to make massive contributions at a hyper-growth company
o Make an impact on a product helping ship millions of packages per day
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