Looking for is someone who has experience in Zendesk Backend setup i.e. workflows, automations to enable ticket routing, assist agents with right tags etc.

JD:

• Administer and configure Zendesk: triggers, automations, macros, SLAs, views, routing, custom fields, and apps.

• Administer and configure JIRA: projects, workflows, schemes, permissions, automation rules, and dashboards.

• Design and build integrations between Zendesk, JIRA, Salesforce, and internal systems using webhooks, REST APIs, and middleware — e.g. syncing tickets to Salesforce cases/accounts so sales and support share a single customer view.

• Audit current workflows, identify inefficiencies, and deliver measurable improvements (deflection, handle time, routing accuracy).

• Implement and tune AI/automation features (e.g. Zendesk AI agents, intelligent triage) where they add value.

• Build reporting and dashboards (Zendesk Explore, JIRA dashboards) for support and engineering leadership.

• Document configurations and train internal admins so improvements are maintainable after the engagement.

Requirement：

• 2+ years administering Zendesk, JIRA, Salesforce, or comparable SaaS platforms (Freshdesk, ServiceNow, Intercom) — or equivalent technical aptitude and a track record of learning tools fast. • Working knowledge of Salesforce data model and integration points (Cases, Accounts, Contacts; Salesforce REST/Bulk APIs, Flows) — or willingness to learn alongside our Salesforce admin team.

• Scripting/API skills: comfortable with REST APIs, webhooks, and basic JavaScript or Python.

• Process mindset: able to map a messy workflow, simplify it, and automate it.

• Strong communication: you will gather requirements from non-technical stakeholders and explain trade-offs clearly.

• Able to work independently within a security/compliance-conscious environment (access controls, change management, audit trails). Nice to have

• Zendesk Administrator, Atlassian (ACP), or Salesforce Administrator certification.

• Hands-on experience with Zendesk–Salesforce connectors (native integration or custom-built).

• Experience in fintech or another regulated industry.

• Experience with iPaaS/middleware (Workato, Zapier, n8n) or building Zendesk apps.

• Experience migrating or consolidating support tooling.