[Hiring] Senior Application Analyst @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 Rover-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 Rover’s 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 platform usability, scalability, and efficiency.
• Provide domain expertise to partner teams and leadership, clarifying platform capabilities and preferred solutions.

Qualifications

• Bachelor's degree or, in lieu of a degree, 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 well-honed 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 a variety of channels.

Requirements

• Zendesk Certified Administrator or Expert certification (nice to have).
• Experience working 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.

Company Description

At Rover, pets and their people are at the heart of everything we do. We connect pet parents with trusted pet care across the U.S., Canada, Europe, and Australia. We are proud to be recognized as a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal.