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Zendesk Implementation Manager at LinkedIn

Maidenhead, England, United Kingdom ·, Middlesex - England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

05 Jan, 27

Salary

60000.0

Posted On

07 Oct, 26

Experience

4 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Industry

Information Technology & Services

Description

Key ResponsibilitiesLead the end-to-end implementation and rollout of Zendesk across the business.
Run discovery workshops to understand existing processes, challenges and requirements.
Translate business requirements into an effective Zendesk configuration and operating model.
Configure Zendesk, including workflows, triggers, automations, SLAs, routing, roles, permissions, forms and reporting.
Manage integrations between Zendesk and other business systems.
Plan and coordinate the migration of data from existing platforms and processes.
Lead testing and UAT, ensuring the platform is ready for go-live.
Manage implementation timelines, risks, dependencies and stakeholder communication.
Coordinate internal teams and any third-party implementation partners.
Develop training materials and deliver training to users, administrators and team leads.
Support go-live and post-launch stabilisation.
Establish appropriate governance, administration and change control processes.
Monitor adoption and identify opportunities to improve and optimise the platform following implementation.

Essential Skills & ExperiencePrevious experience implementing Zendesk within an organisation, rather than solely using Zendesk as an end user.
Strong hands-on Zendesk administration and configuration experience.
Experience configuring workflows, triggers, automations, SLAs, routing, roles and reporting.
Proven experience delivering SaaS, CRM, service management or customer service technology implementations.
Strong project or implementation management experience, taking projects from discovery through to go-live.
Experience gathering requirements and running workshops with business stakeholders.
Understanding of system integrations, APIs, webhooks or middleware.
Experience with data migration, testing and UAT.
Strong stakeholder management skills with the ability to communicate effectively with both technical and non-technical teams.
Experience supporting training, change and user adoption.

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Responsibilities