Zendesk Administrator
About The Opportunity
Do you love technology? Are you a Zendesk enthusiast who thrives on working in a fast-paced and changing environment? Are you passionate about food? If so, we'd love to connect with you.
We’re Grubhub, the nation’s leading online and mobile food ordering company. Since 2004 we’ve been connecting hungry diners to the local restaurants they love. We’re moving eating forward with no signs of slowing down.
With more than 85,000 restaurants and over 15.6 million diners across 1,600 U.S. cities and London, we’re delivering like never before. Incredible tech is our bread and butter, but amazing people are our secret ingredient. Rigorously analytical and customer-obsessed, our employees develop the fresh ideas and brilliant programs that keep our brands going and growing.
Grubhub is looking for a Zendesk Administrator to join our Care Organization. This role serves as the Zendesk Subject Matter Expert (SME) for the Care organization & all users throughout Grubhub and is responsible for supporting the day-to-day operations and strategic direction of our Zendesk instance. You will be able to juggle a diverse workload that includes everything from troubleshooting the Zendesk application to optimizing how it is used in identifying which product enhancements Grubhub should implement based on the alignment to our strategy. To succeed in this role, you must be innately curious, deeply analytical, highly driven and a strong communicator. It’s also important that you’re self-motivated and have a “whatever it takes” attitude. Oh and of course, providing stellar customer service is a must. This role reports to the Director of Care Support.
Some Challenges You’ll Tackle
- Critically evaluate use of Zendesk with a view to improve efficiency and optimize Grubhub’s implementation of Zendesk
- Manage a fast-paced queue of operations requests, prioritize requests according to business impact, and resolve them quickly
- 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)
- Provide thought leadership on Zendesk developments and identify innovations/new capabilities that meet Grubhub’s long-term needs
- Leverage product understanding & roadmap to determine which capabilities should be implemented as part of Grubhub’s SOP
- Serve as a liaison to report Zendesk technical issues and contact for Zendesk help desk
You Should Have
- Proven ability to solve practical business problems
- Proven project management, multitasking & prioritization skills
- Ability to balance attention to detail with expeditious execution in a fast-paced environment
- Strong team player who has attention to detail and a service-oriented attitude
- Exhibits out-of-the-box thinking
- Proven ability to understand business processes and translate business requirements into application functionality
- Familiarity with change management processes
- Effective communication across a variety of channels in a fast growing environment (written and oral)
- Ability to understand and gauge impact for complex dependencies across multiple apps and workflows across an organization
- Demonstrated ownership and a proven track record of owning a project's success, proactively escalating where needed
Got these? Even Better
- Zendesk administration experience or successful System or Application Administration experience / education
- Understanding of how SaaS integrations work or experience troubleshooting in a SaaS environment
- Experience in a technical field with sprint project and task management, methodologies and frameworks, and creating technical documentation
- Experience with front-end development languages (HTML, CSS, JavaScript) is a plus
- Bachelor’s degree preferred
And Of Course, Perks!
- Never go hungry! We provide weekly GrubHub/Seamless credit.
- Regular in-office social events, including happy hours, wine tastings, karaoke, bingo with prizes and more.
- Company-Wide Initiatives encouraging innovation, continuous learning and cross-department connections.
We deliver favorites every day. Join us as we move eating forward.
Grubhub is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here: DOL Poster. Grubhub is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.