Purpose of the Job The Zendesk Application Engineer will be the central point of contact for all Zendesk application support issues and requests. Key Responsibilities Work closely with direct report to configure changes, optimizations, and implement best practices within Zendesk for 670 agents Improve and optimize the configuration and maintenance of Zendesk Support, Chat, Guide, and Explore as well as associated integrations – including triggers, automations, macros, queries, and dashboards Support day-to-day Zendesk operations and Zendesk integrations Develop reports for Zendesk Agents and Administrators Automate Zendesk workflows within and across systems to improve efficiency and reduce manual tasks Create and provide internal documentation including, but not limited to Release Notes and user instructions Involved in rolling out new systems and processes whilst ensuring stakeholders are kept informed To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization To be a highly motivated team player with the skills and ability to manage changing priorities with the ability to work comfortably independently To work within the relevant legislation, policies and procedures Knowledge, Skills Experience Recent experience as a Zendesk Administrator or ITSM / CRM platforms for complex environments Zendesk Support Certification (desirable) Experience with developer tools including third party integrations and APIs Experience with configuring dashboards and reports to clearly display KPIs, ideally within an ITSM / CRM system LI-EL1 LI-Hybrid