Senior Application Analyst, Rover

• Bachelor's degree or, in lieu of a degree, comparable relevant work experience
• 4+ years direct experience administering and optimizing Zendesk implementations for established businesses, ideally with international footprints, including direct technical leadership of substantial efforts to build or iterate on complex functionality within that platform
• Deep, detailed understanding of Zendesk and its configuration components (Triggers, Macros, Tags, Skills, Omnichannel
• Routing including custom queues, etc.), as well as how it/they are used to support Operations teams for large-volume businesses
• Strong familiarity with the Zendesk APIs and how these are used by software teams and other stakeholders to extract data, as well as executing actions against the Zendesk platform
• Ability to understand business processes and translate business requirements into application functionality, including the ability to effectively and compassionately seek clarity from non-technical collaborators
• Ability to operate independently and effectively without direct oversight (your manager and the rest of the team will be in Seattle), and prioritize your own work in response to evolving business needs
• Curious, creative, and driven technologist with well-honed project management/participant, multitasking, and communication skills
• Ability to apply technology to address practical business problems
• Ability to balance attention to detail with expeditious execution in a fast-paced environment
• Dedicated teammate who owns details and looks around corners, and who exemplifies a customer- and solutions-focused approach to challenges
• Good communication capabilities across a variety of channels

Desirable

• This role will provide technical understanding and support for Rover's CRM tools - specifically Zendesk. They will participate, directly and at a high skill level, in resolving technical issues within our owned platforms, coordinating the implementation of new features and functionality, and collaborating with partner teams on projects and initiatives
• The position calls for a highly qualified, self-motivated employee who has a zeal for improving Rover’s internal and external customer experience, a wide and deep understanding of all aspects of the Zendesk platform, and a drive for efficiency and process improvement
• Evaluate Rover’s use of Zendesk and adjacent applications, and take a leadership role in defining and championing work to improve efficiency and optimize our implementation
• Lead or participate heavily in projects impacting our supported applications, helping to drive planning and solution design, as well as performing and/or facilitating configuration and other implementation work. These will include large feature rollouts, migrations, integrations, and optimization efforts
• Action Rover-internal issues and requests escalated by team’s front-line support analyst, prioritizing according to business impact, balancing against project work, and resolving or implementing them in a timely manner
• Maintain expert-level technical understanding of supported applications, with a focus on identifying and surfacing features with potential to elevate Rover’s processes and outcomes
• Provide technical leadership and mentorship to junior team members, helping them grow in understanding, in their role and along their career path
• Supply thought leadership to operations and internal product roadmaps and other planning exercises, as well as flagging opportunities to increase our platforms’ usability, scalability, and efficiency
• Provide domain expertise to partner teams and leadership, clarifying platform capabilities and preferred solutions
• We are committed to creating and fostering a culture of inclusivity and diversity both on our teams and through our solutions
• We want people to feel comfortable bringing their whole selves to work, and to trust that they will be fully valued for who they are and what they can contribute
• We embrace progressive IT practices, prioritizing cloud and SaaS solutions over on-prem, agile over waterfall (or waterfall in disguise), and are always looking for a better way to solve, for our customers and ourselves
• We're serious about the quality of the services we provide and believe in measuring our performance and striving to improve
• And dogs in the office. Bring yours, too!