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Technical Product Management / Configuration Specialist

Williamsville, NY, United States
Job ID: 45020

Description

Zendesk Configuration Management Specialist

Job Description:

We are looking for a dynamic, business-focused Configuration Management Specialist to join our Zendesk team to help drive global cross-functional configurations and migrations for our business leadership which will help us scale responsibly and accelerate the pace at which we grow.

This role works with leaders, leads and teams globally across the corporation to assist in executing global initiatives sponsored by our VP, US Information Technology and VP, Business Operations and Transformation leaders in achieving stakeholder goals through use of technology. You will interface with global leads and teams from many different organizations to ensure appropriate alignment with and support for Zendesk configurations and migrations. You will support the full Agile lifecycle from requirements reviews, configuration pilots, through to implementations. The role will join a growing team to provide technical leadership and support for implementing on corporate strategies, organization objectives, and functional teams.

Role responsibilities: performs tasks related to our Agile Kanban process of configuration management. Under the direction of the technical product manager, you will follow and execute new and updates to product configuration changes of lower to mid-complexity and volume. The team supports and trains our Subject Matter Experts (SME’s) in the delivery and use of the product and must ensure that deliveries of system solutions are completed according to schedule.

What we do all day:

  • As a System Admin, we focus on bringing structure to sometimes ambiguous visions and craft configuration options to share best practice solutions
  • Tasks associated with configuring; views, tags, macros, ticket fields/forms while setting up business rules; routing, triggers, SLA’s, and automations in preparation for a pilot in Zendesk
  • Build on streamlined and optimized processes and provide solutions to teams in areas requiring significant change management in a way that minimizes disruption
  • Detail oriented towards troubleshooting of issues that arise with Pilot testing and updates, partnering with SME’s and technical team on resolutions
  • Develop configuration items (CI) into appropriate configuration units and ensure filing of documentation into Teams repository
  • Identify and track areas of opportunity for adjustments required to enhance and maintain configurations for teams in production
  • Corroborating with Light Agents in their efforts to learn, deliver and support custom team configurations
  • Leading by influence to build trust in the system across the organization while cultivating a culture of openness and transparency to increase the likelihood of a successful implementation
  • Positively impact the effectiveness and efficiency of team members by sharing your experiences and contributing to the continuous improvement of our methodology

*This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all of these duties.

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law. 

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