[Hiring] Senior Zendesk Systems Administrator @Omada Health

Role Description

The Senior Zendesk Systems Administrator is a senior individual contributor responsible for administering, operating, and continuously improving Omada’s Zendesk platform, which supports service operations across Care Delivery organizations.

• Own the administration, reliability, and operational maturity of Omada’s Zendesk platform, including Support, Talk, Guide, AI Copilot, Workforce Management, and Explore.
• Serve as the internal Zendesk subject matter expert (SME), advising stakeholders on new and existing platform capabilities, workflow design, and configuration best practices.
• Design and maintain scalable service workflows including, but not limited to, routing logic, triggers, automations, ticket forms, views, macros, and queue structures.
• Manage the Zendesk configuration lifecycle, including change planning, testing, deployment, and documentation to ensure stable platform operations.
• Maintain strong configuration governance, ensuring workflows, automation logic, and integrations remain documented, traceable, and aligned with IT operational standards.
• Support audit and compliance readiness, maintaining configuration visibility and documentation required for environments such as SOC2 or HIPAA.
• Manage the intake and prioritization of Zendesk enhancement requests, maintaining a clear backlog aligned with operational priorities.
• Lead Zendesk platform initiatives and enhancement projects, coordinating stakeholders, defining requirements, and delivering system improvements that support evolving service operations.
• Meet operational SLAs for Zendesk platform support, ensuring timely response and resolution of system issues and configuration requests.
• Manage Zendesk vendor releases and platform updates, evaluating new capabilities and coordinating controlled rollout.
• Configure and maintain Zendesk Talk capabilities, including IVR routing, call flows, and queue logic supporting Member Services call center operations.
• Maintain and improve Zendesk Guide and Help Center structures to support internal teams and self-service support.
• Support and optimize Zendesk AI capabilities, including Copilot features that improve agent productivity and resolution efficiency.
• Troubleshoot complex platform issues across workflows, integrations, and configurations, identifying root causes and driving resolution.
• Configure and maintain Zendesk Explore dashboards and reporting, providing visibility into service performance, ticket trends, and operational metrics.

Qualifications

• 7+ years of experience administering SaaS platforms supporting customer service, support operations, or internal service management environments.
• Deep expertise with Zendesk Support, including triggers, automations, routing logic, ticket fields, forms, views, macros, and workflow configuration.
• Experience administering additional Zendesk products such as Talk, Guide, Explore, AI Copilot, or Workforce Management.
• Demonstrated ability to translate operational workflows into scalable system configurations, including ticket routing, service queues, and automation frameworks.
• Experience supporting call center or high-volume service operations environments, including ticketing workflows, queue management, or IVR systems.
• Familiarity with Zendesk integrations, APIs, or automation platforms connecting Zendesk with other SaaS systems and internal tools.
• Strong analytical and troubleshooting skills, including diagnosing workflow conflicts, automation issues, and system configuration challenges.
• Experience designing or supporting operational reporting and dashboards, ideally using Zendesk Explore or similar reporting platforms.
• Strong documentation and operational discipline, including maintaining configuration documentation, runbooks, and change management records.
• Proven ability to work independently while managing multiple system initiatives and operational priorities.
• Excellent communication and stakeholder collaboration skills, with the ability to work effectively with both technical and non-technical partners.
• Experience working in regulated or compliance-driven environments (e.g., healthcare, SOC2, HIPAA) is a plus.

Benefits

• Competitive salary with generous annual cash bonus
• Equity grants
• Remote first work from home culture
• Flexible Time Off to help you rest, recharge, and connect with loved ones
• Generous parental leave
• Health, dental, and vision insurance (and above market employer contributions)
• 401k retirement savings plan
• Lifestyle Spending Account (LSA)
• Mental Health Support Solutions
• ...and more!