Zendesk Product Owner - Configuration Administrator

Accountabilities: The Zendesk Product Owner - Configuration Administrator will own the end-to-end management and evolution of the Zendesk platform, ensuring it supports business goals, operational efficiency, and long-term scalability. This role will act as the internal subject matter expert, partnering with stakeholders to design solutions, manage improvements, and enable teams through effective platform adoption.

Own the Zendesk product roadmap, from initial implementation and configuration through ongoing enhancements, prioritizing improvements aligned with business objectives.

Configure and administer Zendesk features including fields, workflows, views, triggers, automations, dashboards, reporting, user roles, permissions, and data governance.

Leverage AI capabilities and automation tools to improve ticket routing, streamline workflows, and enhance operational performance.

Gather business requirements, translate operational needs into technical solutions, and manage the platform enhancement backlog.

Identify opportunities to improve workflows, usability, reporting capabilities, and overall user experience.

Collaborate with Claims, Client Services, Account Management, IT, and leadership teams to ensure platform alignment and stakeholder approval.

Support a phased enterprise rollout, coordinating implementation activities, testing, integrations, and system updates.

Manage vendor relationships, platform costs, and external support decisions related to Zendesk.

Develop documentation, training materials, onboarding resources, and best practices to promote successful adoption.

Provide ongoing user support, troubleshooting, and guidance as the internal Zendesk expert.

Monitor system performance, maintain data integrity, and ensure platform governance standards are consistently followed.

Requirements:

The ideal candidate combines CRM administration experience, strong analytical skills, and the ability to translate business requirements into effective technology solutions. Success in this role requires excellent communication, organization, and stakeholder management skills, along with a proactive approach to improving systems and processes.

Bachelor’s degree in Business, Information Systems, Technology, or a related field, or equivalent professional experience.

2–4+ years of experience in CRM administration, product ownership, or platform management.

Hands-on experience configuring CRM platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, HubSpot Service Hub, or similar solutions.

Experience managing stakeholder requirements and translating business needs into system enhancements.

Strong analytical, documentation, and problem-solving skills.

Experience with Agile project management methodologies and tools such as Jira is preferred.

Advanced Excel skills and experience with reporting or analytics.

Familiarity with workflow automation tools and system integrations, including APIs or middleware solutions, is a plus.

Experience supporting customer service operations, service desks, consumer-facing environments, healthcare, or regulated industries is preferred.

CRM certifications such as Salesforce Administrator or similar credentials are an advantage.

Benefits:

Competitive salary range of $65,000 - $80,000 USD annually.

Potential eligibility for additional compensation, including bonuses and merit increases.

Comprehensive medical, dental, vision, and life insurance coverage.

401(k) retirement plan with employer match.

Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).

Paid time off (PTO) and disability leave.

Employee Assistance Program (EAP).

Remote work flexibility with opportunities to contribute from anywhere in the United States.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

#LI-CL1