Descriere

We are seeking a skilled Applications Administrator to join our team, with a primary focus on Zendesk products along with maintaining and supporting our Atlassian applications and other integrated products within our internal and external ecosystems. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for providing exceptional support to our users.

You will be responsible for executing our service platform's day-to-day configuration, support, maintenance and improvement. Working closely with functional leaders, organizational units, and subject matter experts, you will identify, develop and deploy new business processes including integrations to other applications.

THE ROLE & YOUR MISSION

• Daily administration including but not limited to; managing a multiple-user setup, profiles and roles, customization of forms, fields, views, triggers and other business rules
• Perform customization of fields, forms, views, business rules, workflows, email notifications, approval processes, reports and dashboards
• Design and run complex reports and dashboards
• Implement and support new system rollouts, as well as all required maintenance and upgrades in addition to recommendations for process improvements
• Responsible for the overall data quality in Zendesk
• Troubleshoot and provide solutions for technical issues and escalations
• Provide new user accounts and manage licenses and permissions
• Assist in training new users (if needed)
• Assist with data imports, exports and updates, utilizing Zendesk Explore and other tools
• Ensure delivery of projects to the defined Best Practice
• Working closely with business teams to ensure appropriate functionality
• Manage Issues and Risks on the projects
• Develop and maintain documentation, training materials, and best practices for internal users
• Stay informed about updates, new features, and best practices for Zendesk, Atlassian, and related technologies
• Collaborate with cross-functional teams to identify and implement solutions to improve system efficiency and user experience

YOUR EXPERIENCE & VALUES

• Excellent written and verbal communication skills in Romanian and English
• 2-4 years of Zendesk Administrator experience with a demonstration of strong knowledge and understanding of the platform
• Experience using Zendesk Guide for integration with Client portals
• Strong understanding of Zendesk best practices and functionality
• Experience with integrations preferred
• Certifications including Zendesk Administrator is a plus
• Familiarity with Zendesk REST API is a plus
• Experience with programming languages such as JavaScript, HTML, and Java preferred but not required
• Knowledge of Atlassian Applications (JIRA Software, JIRA Service Management, Confluence) preferred but not required
• Ability to meet deadlines, handle and prioritize simultaneous requests
• Strong English verbal and written communication skills, with the ability to communicate effectively at all levels of the organization
• Proven ability to design and implement new processes and facilitate user adoption
• Internal & external facing experience with large multifaceted projects

OUR BENEFITS & CULTURE

• An opportunity to work in a fast-growing, innovative company with lots of room for progression and career growth;
• A fail-friendly environment that encourages learning and initiative;
• A yearly budget and the opportunity to build your flexible benefits package (up to 20% of your annual salary);
• 30+ days off (25 legal days off, 1 extra day off on your birthday, public holiday replacement days, extra buy/sell from your benefits budget);
• Performance Bonus scheme
• Matching charity contributions, charity days off, and the Pay it Forward charity challenge;
• Core benefits - Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance;
• We champion flexible working, and our mission is to help you find YOUR work-life balance, whether that's standard working, flex-time working or working from home.

As a company, we are committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections, and professional development benefits of working together in the office. Our teams will jointly identify at least one "anchor day" per week on which the full team will be together in person. This unwavering policy is carefully crafted to enhance team unity, inspire creativity, and foster meaningful interactions between our colleagues, to help build our culture and local communities.

Darwin is part of Mercer Marsh Benefits (MMB), a 7,000-person-strong community of specialists in health, benefits, and employee wellbeing. This affords us a massive opportunity to impact the lives of tens of millions of people around the world. Darwin is changing benefits for good in eight of the top ten technology companies in the world and has a wealth of clients across diverse sectors. More than 4 million people are already using our platform.

DarwinTM is a market-leading and specialized global platform that requires specific training and accreditation for consultants to be proficient in delivering programs and projects. Darwin is changing Benefits for Good. Our unique and innovative SaaS (Software as a Service) platform has transformed the employee benefits industry. We are fast-paced, ambitious, people-focused, and on a journey to innovate and develop products that truly impact people's lives and the market in which we operate.

Here at Darwin, we don't just get the job done, we go the extra mile. We strive to achieve one extra degree in all we do. We can do this because we have amazing people who do awesome things.

Wherever we are in the world we inspire connections and take great care to make working at Darwin a rewarding and meaningful career experience.