Zendesk IT Analyst

Responsibilities

• Own day-to-day administration of Zendesk Suite (Support, Guide, Chat, Talk, Explore) across multiple Allegion brand instances
• Design, develop, and maintain branded Help Center sites using HTML and CSS, including custom Copenhagen theme modifications and reusable article templates
• Build, configure, and continuously improve AI-powered chatbots and automated flows using Zendesk Flow Builder, Answer Bot, and Zendesk AI Agents
• Configure and optimize ticket routing, triggers, automations, macros, views, SLAs, and business rules to support evolving operational needs
• Partner with cross functional IT, Customer Success, and product teams to translate business requirements into scalable Zendesk solutions
• Manage user roles, permissions, groups, and organizations across multi-brand environments with appropriate access controls
• Build and maintain custom dashboards and reports in Zendesk Explore to surface actionable insights for leadership and operations teams
• Evaluate, implement, and support third-party Zendesk Marketplace apps and API integrations to extend platform capability
• Lead chatbot conversation design including intent mapping, fallback handling, and handoff-to-agent logic
• Ensure platform health through regular audits, data hygiene practices, and compliance with security and privacy policies
• Serve as the internal subject matter expert on Zendesk, providing training and guidance to support team members and administrators
• What You Need to Succeed:
• Bachelor's Degree in Computer Science, Information Systems, or a related field, or equivalent years of relevant work experience
• 3+ years of hands-on Zendesk administration experience in a professional environment
• Proficiency in HTML and CSS for Help Center customization - you should be comfortable editing themes, styling article layouts, and troubleshooting rendering issues
• Demonstrated experience building Zendesk chatbots using Flow Builder, Answer Bot, or Zendesk AI Agents
• Strong working knowledge of Zendesk Suite products: Support, Guide, Chat, Talk, and Explore
• Experience with Zendesk APIs, webhooks, and integrations with external platforms
• Familiarity with Liquid templating for dynamic content within tickets and Help Center articles
• Strong analytical mindset with the ability to design and interpret custom Explore reports and dashboards
• Ability to manage multiple priorities in a fast-moving environment while communicating clearly with stakeholders at all levels
• Excellent written and verbal communication skills, including the ability to document configurations and processes for both technical and non-technical audiences
• Zendesk Administrator Certification preferred
• Experience managing multi-brand or enterprise-scale Zendesk environments preferred
• Why Work for Us?
• Allegion is a Great Place to Grow your Career if:
• You're seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there's plenty of room to make an impact. As our values state, "this is your business, run with it".
• You're looking for a company that will invest in your professional development. As we grow, we want you to grow with us.
• You want a culture that promotes work-life balance. Our employees enjoy generous paid time off, because at Allegion we recognize that you have a full life outside of work!
• You want to work for an award-winning company that invests in its people. Allegion is proud to be a recipient of the Gallup Exceptional Wo

Benefits

Additional Information

Creating Peace of Mind by Pioneering Safety and Security At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 40 brands, 14,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, Allegion is proud to be recognized with the 2026 Gallup Exceptional Workplace Award (GEWA) for the third consecutive year, earning distinction in both the employee engagement and strengths categories. This year, Allegion also received Gallup's With Distinction honor - a designation reserved for a select group of organizations that go above and beyond in building exceptional workplace cultures. Allegion is looking for Z endesk IT Analyst/Administrator to work as part of a collaborative, customer-experience-focused team within a global organization of 14,000+ employees, representing 40+ brands (including Schlage, Von Duprin and LCN) dedicated to safety, security and access management. In this role, you'll own and evolve the Zendesk platform that powers customer support across multiple Allegion brands - building intuitive Help Center experiences, deploying intelligent chatbots, and ensuring our agents have the tools they need to deliver exceptional service. Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position.

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