Zendesk System Specialist

The Zendesk System Specialist role will support the continued evolution and optimization of our customer experience platform Zendesk. In this mid-level role, you will work closely with the Director of HR Technology to streamline support processes, enhance system performance, and improve team efficiency through thoughtful configuration and cross-functional collaboration.

You will serve as a key liaison between business teams and system capabilities—executing changes, launching updates, and driving feature adoption across departments.

· Manages projects and process improvement, including applying change management experience to facilitate movement to new quality levels. 

· Support the administration and configuration of Zendesk across all modules, including ticketing, workflows, automations, reports/dashboards, and user roles.

· Partner with business teams to evaluate existing processes and propose system-based solutions that improve performance, efficiency, and service delivery.

· Manage the implementation of approved system changes, ensuring clear communication, user training, and documentation.

· Assist in launching new features and functionality to end users, ensuring adoption and alignment with business goals.

· Regularly evaluate system usage and identify opportunities to better leverage Zendesk capabilities.

· Monitor system performance and user feedback to ensure a high-quality experience.

· Stay current on Zendesk updates and industry best practices, recommending enhancements as appropriate.

· Responds to inquiries from internal customers regarding system process and functionality

· Performs other related duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and Experience 

· Bachelor's degree with concentration in Information Technology, Human Resources, or any related field strongly preferred.

· Advanced command of Microsoft Office suite including but not limited to; Word, Excel, Power Point and Outlook.

· Valid Driver’s License required.

Skills Abilities 

· 1+ years of experience in system administration, ideally with Zendesk or similar platforms (e.g., Salesforce Service Cloud, Freshdesk, ServiceNow).

· Experience configuring system workflows, automations, forms, and user permissions.

· Ability to interpret business needs and translate them into scalable technical solutions.

· Strong communication skills with the ability to collaborate across multiple departments.

· Detail-oriented with strong documentation and process mapping abilities.

· Familiarity with customer service operations or support center environments is a plus.

· HCM system experience (UKG) is a plus.

· Strong problem-solving skills.

· Ability to learn new technology required.

· Ability to act with integrity, professionalism, and confidentiality.

Physical Requirements

The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Able to work under pressure, maintain composure, and utilize good judgment during emergency/difficult and stressful situations.

• Ability to lift 10lbs. following appropriate safety procedures.

• Extensive use of fingers for typing and visual use of the computer monitor.

• Reach with hands and arms.

• Repeat various motions with wrists, hands, and fingers.

• Ability to detect auditory and visual emergency alarms.

• Ability to hear, understand, and respond appropriately to verbal requests made in person and over the telephone.

• Visual ability correctable to 20/20.

• Ability to stoop and bend.

EQUAL EMPLOYMENT OPPORTUNITY

Castle is an equal opportunity employer and prohibits discrimination and harassment of any kind. All employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other protected status under federal, state, or local laws.

DISCLAIMER

This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Duties, responsibilities, and activities may change or be supplemented at any time based on organizational needs. In addition, management has the right to change any portion of this job description at any time and for any reason.