Zendesk Architect

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

Job Description

- Design and implement the global Zendesk structure, including complex multi-brand instances, custom ticket fields, and advanced routing logic.

- Lead the technical side of the Support Portal launch, ensuring seamless API connections between Zendesk and our internal legacy databases.

- Build and maintain high-level triggers, and automations to ensure zero-touch routing and personalized client communication.

- Own the sandbox-to-production deployment process and ensure all configurations meet Nielsen’s global data privacy and security standards.

- Coordinate the creation of release management documentation, follow change management procedures, and review post-deployment KPIs

Working Style

- Strong work ethic with innovation through execution

- Ability to think and react quickly

- 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 pop-up often

- Ability to navigate ambiguity and evolving dynamics with a structured approach

- Proactive and independence working style to initiate and drive proactive full project initiatives

- Strong time management skills.