Zendesk Product Owner & Administrator

The Zendesk Product Owner & Administrator is responsible for the design, development, implementation, and support of customizations, applications, and integrations with Zendesk platforms used across all business units and functions of Cass Information Systems. This position will collaborate with both internal business users and members of the IT Department to translate business needs into effective and scalable products within the Zendesk environment.

PRINCIPAL RESPONSIBILITIES AND :

• Leads the technical vision and roadmap for Zendesk
• Architects customized Zendesk solutions, including fields, forms, views, business rules, and workflows.
• Integrates AI solutions and intelligent routing to optimize internal and external user interactions and product experience.
• Coordinates the launch of new features and provides technical support for all Zendesk applications and users.
• Builds advanced Zendesk reports and dashboards to identify performance trends and support strategic decisions.
• Ensures optimal performance of all Zendesk systems and products, including email integration, case management, and chatbots.
• Monitors and improves the efficiency and effectiveness of the Zendesk platform to meet business needs.
• Works across all business areas to ensure changes to the Zendesk environment are understood.
• Performs data reviews and standardizes across all Zendesk instances.
• Acts as the primary vendor owner for the Cass's relationship with Zendesk.
• Has an overarching understanding of Zendesk licensing costs and makes recommendations to leadership on opportunities for effective cost management.
• Builds customized solutions that support business requirements and drive critical business decisions by developing within Zendesk, JavaScript, Python, and other relevant technologies.
• Designs, implements, and maintains API integrations to automate workflows and improve operational efficiencies.
• Develops, documents, and enforces application standards and procedures.
• Utilizes best practices to perform operational support, enhancements, and bug fixes as needed to the Zendesk platform.
• Creates testing and implementation plans, including user demo-style training and user-facing documentation.
• Performs other duties as required or assigned.

SKILLS AND ABILITIES REQUIRED:

• Zendesk Explore CX Analyst Expert and App Developer Expert are preferred but not required.
• Experience with JavaScript and CSS for Zendesk customization.
• Proficiency with REST APIs and webhook implementations.
• Experience with the Zendesk Apps Framework (ZAF).
• JSON and data structure expertise.
• Excellent interpersonal and communication skills that encourage collaboration across teams.
• Strong project management skills with the ability to work on multiple projects simultaneously.
• Strong analytical and problem-solving skills.
• Knowledge of reporting systems and business intelligence tools preferred.

MINIMUM LEVEL OF PREPARATION AND TRAINING NORMALLY REQUIRED:

• Bachelor's degree in Computer Science or related applicable field, or equivalent combination of education and related experience.
• 5+ years of experience as a Zendesk Developer in a similar environment.
• Zendesk Support Administrator Expert certification required; Additional Zendesk certifications preferred.