Zendesk Consultant

We're looking for a Zendesk Administrator to manage and support Zendesk instances for our client. This role requires someone who can independently own the platform's day-to-day administration while working closely with a client team, so strong communication skills and a proactive, ownership-driven mindset are just as important as technical expertise.

Key Responsibilities

• Administer, configure, and maintain Zendesk instances, including Support, Guide, Talk, and Chat modules as applicable
• Set up and manage triggers, automations, macros, views, SLAs, and business rules
• Manage user roles, permissions, groups, and organizations within Zendesk
• Configure and maintain workflows across email, chat, and other support channels
• Handle integrations with third-party tools via APIs, apps, and webhooks
• Monitor system performance, troubleshoot issues, and coordinate with Zendesk support for outages or technical escalations
• Build and maintain reports and dashboards to track ticket trends, agent performance, and SLA compliance
• Maintain and update the knowledge base for internal and customer-facing use
• Perform regular audits of the Zendesk setup and recommend improvements
• Document processes, configurations, and standard operating procedures
• Support platform upgrades, new feature rollouts, and change management
• Act as the point of contact for Zendesk-related queries from stakeholders
  
  

Requirements

Required Skills & Experience

• 4 - 5 years of hands-on experience administering Zendesk.
• Solid understanding of ticketing workflows, SLAs, and helpdesk operations
• Experience with API/app integrations and webhooks
• Strong analytical skills with experience in Zendesk Explore or similar reporting tools
• Excellent written and verbal communication skills — able to interact confidently and clearly with client stakeholders
• Strong sense of ownership, accountability, and a proactive, solution-oriented mindset
• Ability to work independently, manage priorities, and adapt quickly to changing requirements
• Comfortable working in a client-facing capacity with minimal supervision
• Zendesk certification(s) is a plus
  
  

Good to Have

• Prior experience supporting international clients
• Experience with Jira or other ITSM tools
  
  

Benefits

WHY JOIN US

Everyone who joins our team is treated as a trusted member of the team, not a number. Ultimately your success is our success, so we invest in our People heavily. Here are the top reasons to join us:

• Developing you is a key focus - we help you craft your career
• Pioneers in Parental Leave benefits - we provide equality in our parental leave for all genders and parental types
• Doona Days - additional two days off for your mental health
• Fun is an everyday experience - we challenge you in a positive way so you enjoy your growth journey
• Competitive Compensation & Pay for Performance
• Opportunities to be more for yourself and others
  
  

Who We Are

At Mivada we believe that when you bring technology and the right people together, there's no limit to what you can achieve.

Mivada is a high-growth technology consultancy, headquartered in Australia, offering services to both high-growth, mid-sized and global blue chip clients. We run a hybrid model with the majority of our team onshore, as well as an offshore capability in India. We have the ability to support global businesses 24/7 365. Our flexible approach and strong reputation have led to repeat work and growth. Our clients are our advocates.

We believe cultural fit is as important as technical skills. We operate as a team, supporting and learning from each other and we genuinely care about our clients’ success. Our Leaders are accessible, humble, and sometimes pretty funny! We like to enjoy our time at work, which means we encourage each other to shoot for the moon!

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