Zendesk Administrator

Company Description

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future

About the Job

We are looking for a strategic, high-energy, self-motivated Zendesk Administrator to own and manage the Nielsen Global Client Support Zendesk instance. While the architect builds the foundation, you ensure the house is running perfectly every day. You will manage the day-to-day enhancements, updates, and maintenance that keep our global support agents efficient and our clients informed. You are a detail-oriented executioner who takes pride in a "clean" instance and a perfect user interface.

Responsibilities

- Manage daily admin tasks including user roles, group mappings, view optimizations, and macro updates.

- Partner with the Product Owner to intake business requirements and turn them into functional Zendesk updates (Triggers, SLAs, and Forms).

- Regularly audit Zendesk data and reporting (Explore) to ensure the Program Manager has accurate metrics for executive storytelling.

- Act as the technical "Voice of the Agent," identifying friction points in the Zendesk UI and proposing configurations to solve them.

Working Style

- Ability to think and react quickly; some communications are high priority with tight deadlines

- Highly collaborative professional who thrives in complex, high-stakes landscapes

- Build working relationships inside and outside the organization

- Work independently on a small team with a tremendous amount of responsibility

- Work in a dynamic environment where new projects and pop-up often