Zendesk Developer (5-15 yrs)

Experience : Minimum relevant experience of 5 years.

Job Desription :

The ideal candidate will be adept at generating comprehensive support reports using Zendesk Explore, ServiceNow, and Excel. This role demands a self-organized individual who can not only compile data but also provide valuable insights that guide leadership decisions on support health.

Responsibilities :

1. Report Generation :

- Develop and maintain detailed support reports and dashboards utilizing Zendesk Explore, ServiceNow, JIRA and Excel.

- Ability to learn and create custom ticket attributes, custom metrics required to build Zendesk reports and Zendesk Dashboard

- Ensure accuracy and timeliness in all report submissions.

2. Data Analysis :

- Analyze support metrics to produce actionable insights.

- Identify trends and patterns that can inform decision-making.

3. Stakeholder Collaboration :

- Work closely with leadership to understand their needs and tailor reports accordingly.

- Present findings in a clear, concise manner that aids in evaluating support health.

4. SLA Adherence :

- Monitor and report on SLA adherence.

- Identify areas for improvement and suggest actionable steps to enhance SLA performance.

5. Process Improvement :

- Continuously seek ways to streamline reporting processes.

- Implement best practices in data visualization and reporting standards.

Technical Skills :

Must Have :

- Proven experience with Zendesk Explore, ServiceNow, and Excel in a reporting capacity.

- Strong analytical skills with a keen eye for detail.

- Ability to translate complex data into easy-to-understand reports and presentations.

- Excellent organizational and time-management skills.

- Self-motivated with the ability to work independently and as part of a team.

- Strong communication skills to effectively collaborate with leadership and stakeholders.

Preferred :

- Proficiency in Excel macros.

- Experience in a customer support or service desk environment.

- Knowledge of data visualization tools and techniques.

- Proactive mindset with the ability to anticipate the needs of leadership.

Education Qualification : The candidate should be a graduate and above in any discipline.