Zendesk IT Analyst

About the role

Allegion is seeking a Zendesk IT Analyst/Administrator to join a collaborative team focused on customer experience. This role involves owning and evolving the Zendesk platform across multiple Allegion brands, including Schlage, Von Duprin, and LCN.

Responsibilities

• Own day-to-day administration of Zendesk Suite (Support, Guide, Chat, Talk, Explore)
• Design, develop, and maintain branded Help Center sites using HTML and CSS
• Build, configure, and continuously improve AI-powered chatbots and automated flows
• Configure and optimize ticket routing, triggers, automations, macros, views, SLAs, and business rules
• Partner with cross-functional IT, Customer Success, and product teams to translate business requirements into scalable solutions
• Manage user roles, permissions, groups, and organizations with appropriate access controls
• Build and maintain custom dashboards and reports in Zendesk Explore
• Evaluate, implement, and support third-party Zendesk Marketplace apps and API integrations
• 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
• Lead the internal subject matter expert on Zendesk, providing training and guidance to support team members and administrators

Requirements

• 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
• 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
• 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

Qualifications

• Legal authorization to work in the United States

Benefits

• Health, dental, and vision insurance coverage
• 401K plan with a 6% company match and no vesting period
• Unlimited PTO
• Employee Discounts through Perks at Work
• Community involvement and opportunities to give back
• Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching

Schedule

Full-time position

Pay

Negotiable based on experience and qualifications

Why Work for Us?

• Award-winning company with a commitment to employee engagement and strengths-based development
• Work-life balance with generous paid time off
• Investment in professional development with a 401K plan
• Commitment to diversity, equity, and inclusion
• Opportunities to serve others through community involvement

Apply Today!

Join our team of experts today and help us make tomorrow’s world a safer place!