[Hiring] Senior Application Administrator @Rover.com

Role Description

This role will provide technical understanding and support for Rover's CRM tools - specifically Zendesk. Responsibilities include:

• Evaluate Rover’s use of Zendesk and adjacent applications, taking a leadership role in defining and championing work to improve efficiency and optimize implementation.
• Lead or participate heavily in projects impacting supported applications, driving planning and solution design, and performing/facilitating configuration and implementation work.
• Action internal issues and requests escalated by the team’s front-line support analyst, prioritizing according to business impact.
• Maintain expert-level technical understanding of supported applications, focusing on identifying and surfacing features to elevate processes and outcomes.
• Provide technical leadership and mentorship to junior team members.
• Supply thought leadership to operations and internal product roadmaps, flagging opportunities to increase usability, scalability, and efficiency.
• Provide domain expertise to partner teams and leadership, clarifying platform capabilities and preferred solutions.

Qualifications

• Bachelor's degree or comparable relevant work experience.
• 4+ years direct experience administering and optimizing Zendesk implementations for established businesses.
• Deep understanding of Zendesk and its configuration components.
• Strong familiarity with the Zendesk APIs.
• Ability to understand business processes and translate business requirements into application functionality.
• Ability to operate independently and effectively without direct oversight.
• Curious, creative, and driven technologist with project management skills.
• Ability to apply technology to address practical business problems.
• Dedicated teammate who exemplifies a customer- and solutions-focused approach.
• Good communication capabilities across various channels.

Requirements

• Zendesk Certified Administrator or Expert certification (nice to have).
• Experience with scripting languages such as Python or JavaScript.
• Experience using AI tools to accelerate analysis and solution development.
• Experience with M&A-driven migrations/integrations into Zendesk.
• Experience with Zendesk’s AI feature-set.
• General IT administration/support experience.
• Active participant in at least one RFP, RFI, and/or RFQ.
• Experience operating in Google Workspace toolset.
• Experience working within Agile frameworks such as kanban and scrum.
• Experience with compliance and regulatory requirements.

Benefits

• First-year salary range in the greater Barcelona area: €47,124 - €57,120.
• Long-term incentive plan with a company performance-based cash payout.
• Benefits to full-time employees.