[Hiring] IT Platform Analyst @Allegion

Role Description

Allegion is looking for an IT Platform 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 customer experience and support platforms that power multiple Allegion brands — with Zendesk making up the core of your day-to-day responsibilities.

• 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 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.

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 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.
• 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.
• Familiarity with templating languages (e.g., Liquid, Handlebars) for dynamic content within tickets and articles is a plus.
• 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.
• Zendesk Administrator Certification (or equivalent platform certifications) preferred.
• Experience managing multi-brand or enterprise-scale software 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.

Company Description

At Allegion, we help keep the people you know and love safe and secure where they live, work, and visit. With more than 40 brands, 14,000+ employees globally, and products sold in 130 countries, we specialize in security around the doorway and beyond.

Allegion is proud to be recognized with the 2026 Gallup Exceptional Workplace Award (GEWA) for the third consecutive year, earning distinction in both the employee engagement and strengths categories.