About The Opportunity
The Zendesk Administrator II will be a key team member of the Care Systems/Tools team with the opportunity to influence how we use Zendesk and the larger Care Systems/Tools strategy. The successful candidate will have previous experience as a Zendesk Administrator with a passion for Customer Experience and pushing innovative approaches with Care tools. This position will report to the Sr. Manager of Care Systems and Tools.
The Impact You Will Make

• Maintain and support the integrity of Zendesk operating system environment
• Identify and troubleshoot any software performance issues and demonstrate an ability to drive successful resolutions (this requires partnering with Grubhub Technical Operations & Product teams and external Zendesk support)
• Maintain expert-level understanding of ALL Zendesk enhancements, changes and releases (roadmap)
• Serve as the liaison to Zendesk for technical issues and the broader Zendesk relationship
• Critically evaluate use of Zendesk with a view to improve efficiency and optimize Grubhub's implementation of Zendesk
• Interface with Tech and Product teams as the Zendesk subject matter expert to influence the Product roadmap and help design Product solutions
• Collaborate with business stakeholders to troubleshoot issues, prioritize enhancements and execute operational requests
• Provide thought leadership on Zendesk developments and identify innovations and new capabilities that meet Grubhub's long-term needs

What You Bring to the Table

• Bachelor's degree required
• 5+ years of work experience
• 2+ years advanced administration experience for Zendesk Support and/or Zendesk Chat
• Understanding of how SaaS integrations work and have experience troubleshooting in a SaaS environment
• Excellent written and verbal communication
• Experience collaborating cross-functionally and prioritizing needs across multiple stakeholders
• Ability to understand business processes and translate business requirements into application functionality
• Project management, multitasking & prioritization skills
• Working knowledge of Developer tools including Zendesk SDK and RESTful API
• Zendesk certification a plus

And Of Course, Perks!

• Flexible PTO/PTO. Grubhub employees enjoy a generous amount of time to recharge.
• Health and Wellness. Excellent medical benefits, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
• Competitive Pay. You'll receive a competitive base salary with eligibility for generous incentives, bonuses, commission or RSUs (role-specific).
• Learning and Career Growth. Your personal and professional development is a priority at Grubhub. We empower you to be a leader and grow your career through training, coaching and mentorship opportunities.
• MealPerks. Get meals on us! Our employees get a weekly Grubhub credit to enjoy and support local restaurants.
• Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives like Wellness Wednesdays, Slack competitions and virtual happy hours!
• Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Relief Fund and donating $1 million to the Equal Justice Initiative in 2020. Employees are also given paid time off each year to support the causes that are important to them.
• COVID-19 Response. All of our employees are currently working from home and will be for the foreseeable future. We look forward to seeing everyone in-office when it's safe to return.

Grubhub is an equal opportunity employer. We welcome diversity and encourage a workplace that is just as diverse as the customers we serve. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you're applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an email to [email protected] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.