Note: The job is a remote job and is open to candidates in USA. Allegion is a global safety and security company specializing in products and solutions for doorways, access management, and related applications. The IT Platform Analyst/Administrator will administer and enhance Zendesk-based customer experience platforms, develop Help Center experiences and AI-powered chatbots, optimize workflows, and support integrations, reporting, security, and user enablement across multiple brands.
Responsibilities
- Own day-to-day administration of Zendesk Suite (Support, Guide, Chat, Talk, Explore) across multiple Allegion brand instances, while helping to manage and integrate adjacent IT and business systems
- Design, develop, and maintain branded Help Center sites using HTML and CSS, including custom theme modifications and reusable article templates
- Build, configure, and continuously improve AI-powered chatbots and automated workflows using Power Automate FLOW, 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 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
Skills
- Qualified candidates must be legally authorized to be employed in the United States
- * Bachelor's Degree in Computer Science, Information Systems, or a related field, or equivalent years of relevant work experience
- * 3+ years of hands-on administration experience with enterprise IT applications or SaaS platforms (e.g., Zendesk, Salesforce, ServiceNow, Freshdesk, HubSpot)
- * 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 chatbots, conversational flows, or automated routing logic
- * Strong working knowledge of core support tools: Ticketing, Knowledge Management, Live Chat, Cloud Telephony and Analytics
- * Experience with REST APIs, webhooks, and integrating SaaS platforms with external systems
- * Strong analytical mindset with the ability to design and interpret custom 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
- * Familiarity with templating languages (e.g., Liquid, Handlebars) for dynamic content within tickets and articles is a plus
- * Zendesk Administrator Certification (or equivalent platform certifications) preferred
- * Experience managing multi-brand or enterprise-scale software environments preferred
Benefits
- Investment in professional development
- Generous paid time off
- Health, dental and vision insurance coverage
- 401K plan with 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
- Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching
Company Overview