Senior Zendesk Systems Administrator

Zendesk Platform & Operations:

• Own the administration, reliability, and operational maturity of Omada’s Zendesk platform.
• Serve as the internal Zendesk subject matter expert (SME), advising stakeholders on new and existing platform capabilities.
• Design and maintain scalable service workflows including, but not limited to, routing logic, triggers, automations, ticket forms, views, macros, and queue structures.

Cross-Functional Partnership and Services:

• Partner closely with Member Services leadership and operations teams to translate service workflows and operational requirements into scalable Zendesk configurations.
• Collaborate with IT, Product, Engineering, and Analytics teams to design integrations and workflows connecting Zendesk with internal and external operational systems.
• Serve as the primary Zendesk partner to operational stakeholders, ensuring platform capabilities are aligned with service delivery needs and operational priorities.

What Great Looks Like:

• Owns the reliability and operational maturity of the Zendesk platform, ensuring workflows, automations, and integrations consistently support service operations across the organization.
• Executes complex platform work independently, translating operational requirements into scalable configurations and delivering improvements with minimal oversight.
• Demonstrates strong operational discipline, ensuring system changes are properly designed, tested, documented, and communicated to maintain platform stability and trust.