Sr. Zendesk Administrator

The Sr. Zendesk Administrator serves as the subject matter expert for all Zendesk application support at Aledade. They are the primary point of contact for all support, maintenance, configuration and enhancement requests.  Are able to work with both technical and non-technical resources to design, implement, and support solutions for Aledade users. This position is expected to provide full-lifecycle support, including collecting and analyzing business requirements, designing and configuring solutions, and providing testing assistance as required. Occasional after-hours support required to provide assistance during outages, upgrades and other major system changes.

Primary Duties

• Handles all Zendesk administrative functions including user account maintenance, reports & dashboards, workflows and other routine tasks
• Designs, implements, and supports medium to high complexity configuration and low to medium complexity customization to meet business requirements
• Performs regular system maintenance according to Zendesk best practices
• Troubleshoots issues with Zendesk and related systems, including plugins and integrations
• Responds to emergency situations as needed for the purpose of resolving immediate issues 
• Maintains Jira tickets with current status and comments describing the relevant solution and outcome of each request

Minimum Qualifications

• Bachelor’s Degree in Computer Science or related major, or equivalent working experience
• 6+ years of experience as a Zendesk Administrator
• Zendesk Administrator certified or equivalent experience

Preferred KSA’s

• Zendesk Support Administrator Expert certification will be considered a strong plus
• Strong customer-facing skills; excellent verbal and written communication skills
• Strong analytical and organizational skills; ability to multitask and prioritize in a fast-paced, rapidly growing environment
• A demonstrated ability to understand and articulate complex requirements
• Creative and analytical thinker with strong problem-solving skills
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
• Availability to occasionally work outside business hours for application upgrades, outages, and project implementations
• Experience working with Jira is a plus

Physical Requirements

• Sitting for prolonged periods of time. Extensive use of computers and keyboard. Occasional walking and lifting may be required.
• Ability to work occasional weekend or after business hours for project deliverables/maintenance activities

Who We Are:

Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.

What Does This Mean for You?

At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.

In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:

Flexible work schedules and the ability to work remotely are available for many roles

Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners

Robust time-off plan (21 days of PTO in your first year)

Two paid volunteer days and 11 paid holidays

12 weeks paid parental leave for all new parents

Six weeks paid sabbatical after six years of service

Educational Assistant Program and Clinical Employee Reimbursement Program

401(k) with up to 4% match

Stock options

And much more!

At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.