ABOUT YOU

You will be a Zendesk expert with a proven ability to design, implement, and maintain complex workflows, automations, and integrations. You must possess essential knowledge and experience within the English Assessment area to ensure a good fit for this role.

Additionally, you must also have:

• Deep knowledge and hands-on experience with Zendesk Support configuration and administration, including ticket workflow design, business rules (automations, triggers, views, macros), and customisation.
• Ability to manage new feature deployments, internal testing, and roll-out of changes across teams
• Experience with third-party system integrations and a solid understanding of how to implement and automate workflows across systems.

The below would also be highly desirable:

• Experience in incident management processes, including detection, reporting, analysis, and mitigation
• A continuous improvement mindset, constantly seeking ways to enhance the Zendesk platform and related customer support tools.
• Proactive and adaptable, capable of handling diverse administrative functions and contributing to the growth of Zendesk skills across the team.

If you would like to know more about this opportunity and what will make you successful, please see the full job description attached to the bottom of this vacancy on our careers site.

WHY JOIN US

Joining us is your opportunity to pursue potential. You’ll belong to a collaborative team that’s exploring new and better ways to serve students, teachers and researchers across the globe – for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration.
Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it’s safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity and sexual identity), cultural, or social class/background.
We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities

ABOUT THE ROLE

We’re seeking a Zendesk Administrator to be the driving force behind our customer support operations. In this pivotal role, you’ll design, optimize, and maintain English Zendesk platform, ensuring seamless and efficient workflows for both our customers and internal teams. Your expertise will be crucial in automating processes, managing new feature deployments, and continuously enhancing our support tools to keep pace with our expanding customer base and product offerings. You’ll also play a key role in incident management and user training, making sure our support infrastructure is robust and our teams are empowered.