[Hiring] Zendesk IT Analyst @Allegion

Role Description

Allegion is looking for a Zendesk IT Analyst/Administrator to work as part of a collaborative, customer-experience-focused team within a global organization of 14,000+ employees, representing 40+ brands dedicated to safety, security, and access management. In this role, you'll own and evolve the Zendesk platform that powers customer support across multiple Allegion brands.

• 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.

Qualifications

• 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.
• 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.
• Zendesk Administrator Certification preferred.
• Experience managing multi-brand or enterprise-scale Zendesk environments preferred.

Benefits

• Health, dental and vision insurance coverage.
• 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.
• Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching.