IT Analyst

Allegion

Zendesk IT Analyst managing and evolving the Zendesk platform for multiple Allegion brands. Collaborating with cross-functional teams to ensure exceptional customer service through efficient platform management.

Posted 6/24/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Health, dental and vision insurance coverage, helping you “be safe, be healthy”.
A commitment to your future with a 401K plan, offering a 6% company match and no vesting period.
Tuition Reimbursement.
Unlimited PTO.
Employee Discounts through Perks at Work.
Community involvement and opportunities to give back so you can “serve others, not yourself”.
Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Zendesk administrationHTMLCSSZendesk Flow BuilderAnswer BotZendesk AI AgentsZendesk APIsLiquid templatingcustom Explore reportsdashboard design

Soft Skills

analytical mindsetcommunication skillsstakeholder managementmulti-priority managementtraining and guidance

Certifications

Zendesk Administrator Certification