Zendesk Product Owner - Configuration Administrator - jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Zendesk Product Owner - Configuration Administrator based in the United States.

This role offers the opportunity to take ownership of a critical customer operations platform and shape how teams leverage technology to improve efficiency and service delivery. You will lead the configuration, optimization, and enterprise rollout of Zendesk, transforming business needs into scalable solutions. The position combines product ownership, system administration, workflow design, and stakeholder collaboration. You will partner with cross-functional teams to enhance operational processes, improve user experiences, and maximize platform value. The ideal candidate is hands-on, analytical, and passionate about using automation and data-driven insights to drive meaningful improvements. This remote opportunity provides the chance to influence a growing platform strategy while working with teams across a dynamic organization.

Accountabilities:

The Zendesk Product Owner - Configuration Administrator will own the end-to-end management and evolution of the Zendesk platform, ensuring it supports business goals, operational efficiency, and long-term scalability. This role will act as the internal subject matter expert, partnering with stakeholders to design solutions, manage improvements, and enable teams through effective platform adoption.

• Own the Zendesk product roadmap, from initial implementation and configuration through ongoing enhancements, prioritizing improvements aligned with business objectives.
• Configure and administer Zendesk features including fields, workflows, views, triggers, automations, dashboards, reporting, user roles, permissions, and data governance.
• Leverage AI capabilities and automation tools to improve ticket routing, streamline workflows, and enhance operational performance.
• Gather business requirements, translate operational needs into technical solutions, and manage the platform enhancement backlog.
• Identify opportunities to improve workflows, usability, reporting capabilities, and overall user experience.
• Collaborate with Claims, Client Services, Account Management, IT, and leadership teams to ensure platform alignment and stakeholder approval.
• Support a phased enterprise rollout, coordinating implementation activities, testing, integrations, and system updates.
• Manage vendor relationships, platform costs, and external support decisions related to Zendesk.
• Develop documentation, training materials, onboarding resources, and best practices to promote successful adoption.
• Provide ongoing user support, troubleshooting, and guidance as the internal Zendesk expert.
• Monitor system performance, maintain data integrity, and ensure platform governance standards are consistently followed.