Job Description

Zendesk (Ticketing tool) implementation consultants.

Key Responsibilities

• Collaborate with HR, IT, and other stakeholders to gather business requirements and translate them into Zendesk workflows.
• Lead the design, configuration, and deployment of Zendesk modules (Support, Guide, Chat, Talk, etc.).
• Build custom ticket forms, triggers, automations, macros, SLAs, and views.
• Implement multi-tier workflows including onboarding, transfer, offboarding, payroll support, IT provisioning, and more.
• Integrate Zendesk with other enterprise systems (e.g., UKG Pro, Workday, Active Directory, Slack, MS Teams).
• Develop Help Center and knowledge base content structure.
• Set up user roles, groups, permission schemes, and branding.
• Conduct UAT (User Acceptance Testing), resolve issues, and refine workflows.
• Provide training and documentation for internal users and support agents.
• Support go-live activities and post-launch optimizations.

Qualifications

• 3+ years of hands-on experience implementing and configuring Zendesk.
• Proven track record of leading successful Zendesk implementations across HR, IT, or Customer Support environments.
• Strong understanding of Zendesk features: triggers, automations, macros, SLAs, ticket fields, Guide, Chat, Talk.
• Experience with integrations using REST APIs or iPaaS tools (e.g., Workato, Boomi, Zapier, MuleSoft).
• Familiarity with HRIS systems like UKG Pro, Workday, or SAP SuccessFactors is a plus.
• Excellent communication and stakeholder management skills.
• Zendesk certifications (Admin, Guide, Support) preferred.

Nice-to-Have Skills

• Knowledge of ticket lifecycle across HR Shared Services or ITSM
• Experience with Jira, ServiceNow, or Freshservice (for comparative insights)
• Scripting/API knowledge (JavaScript, Python, or REST)
• Change management or training experience

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