This is a remote position. Required to assist in converting an existing complex and locked down Zendesk implementation in to a more User friendly solution with self service capabilities and ticketing automation in line with other ITSM tools and ITL processes. 1. Day to day operations and configuration of the platform 2. Typically, this is workflow related, aligned to new services coming online 3. Zen desk supports both ITSM related tickets and also request fulfilment and issue logging for functions in the business such as finance and our veterinary practise 4. The current setup is highly customised - to simplicity 5. They would like to make this more UX-focused and also allow federation of configuration to a wider expert group to facilitate an agile way of working - with sprint delivery away from the current waterfall approach. 6. Use your knowledge of Zendesk and our configuration of it to deliver solutions to business problems through configuration changes, code changes and custom-built applications and integrations. 7. Configure and maintain Zendesk settings through the Admin Centre, including workflows, automations, triggers, business rules, and user roles. 8. Develop and maintain custom scripts and integrations using the Zendesk API (e.g., REST API, webhooks) to extend Zendesk's functionality and connect it with other systems. 9. Troubleshoot and resolve Zendesk-related issues, escalating to Zendesk support when necessary. 10. Implement development best practices that ensure changes are made quickly and efficiently, tested thoroughly and released safely. 11. Document Zendesk configurations, customizations, and best practices. Requirements Platform Administration: Manage day-to-day Zendesk configuration, workflows, automation, and business rules. System Optimization: Convert the current complex, locked-down setup into a more user-centric and self-service platform. ITSM & ITIL Implementation: Align Zendesk’s ticketing system with IT Service Management (ITSM) best practices. Integration & Automation: Develop and maintain custom scripts & integrations using the Zendesk API (REST API, webhooks, etc.) to connect with other business applications. Troubleshooting & Support: Diagnose and resolve Zendesk-related issues, escalating to Zendesk Support when necessary. Process Improvement: Implement agile methodologies for faster deployment of changes and a more efficient service management approach. Documentation & Training: Maintain detailed documentation on Zendesk configurations, customizations, and best practices to enable knowledge-sharing across teams.