People Tech Group Inc
Zendesk (Ticketing tool) implementation consultants.
Key Responsibilities
- Collaborate with HR, IT, and other stakeholders to gather business requirements and translate them into Zendesk workflows.
- Lead the design, configuration, and deployment of Zendesk modules (Support, Guide, Chat, Talk, etc.).
- Build custom ticket forms, triggers, automations, macros, SLAs, and views.
- Implement multi-tier workflows including onboarding, transfer, offboarding, payroll support, IT provisioning, and more.
- Integrate Zendesk with other enterprise systems (e.g., UKG Pro, Workday, Active Directory, Slack, MS Teams).
- Develop Help Center and knowledge base content structure.
- Set up user roles, groups, permission schemes, and branding.
- Conduct UAT (User Acceptance Testing), resolve issues, and refine workflows.
- Provide training and documentation for internal users and support agents.
- Support go-live activities and post-launch optimizations.
Qualifications
- 3+ years of hands-on experience implementing and configuring Zendesk.
- Proven track record of leading successful Zendesk implementations across HR, IT, or Customer Support environments.
- Strong understanding of Zendesk features: triggers, automations, macros, SLAs, ticket fields, Guide, Chat, Talk.
- Experience with integrations using REST APIs or iPaaS tools (e.g., Workato, Boomi, Zapier, MuleSoft).
- Familiarity with HRIS systems like UKG Pro, Workday, or SAP SuccessFactors is a plus.
- Excellent communication and stakeholder management skills.
- Zendesk certifications (Admin, Guide, Support) preferred.
Nice-to-Have Skills
- Knowledge of ticket lifecycle across HR Shared Services or ITSM
- Experience with Jira, ServiceNow, or Freshservice (for comparative insights)
- Scripting/API knowledge (JavaScript, Python, or REST)
- Change management or training experience