Offer summary

Qualifications:

4+ years of experience with Zendesk administration, including customization and integration work., Deep technical knowledge of Zendesk's product suite and API capabilities., Strong background in contact center operations and customer service technology (3+ years)., Excellence in technical documentation and system architecture design..

Key responsabilities:

Own the complete Zendesk technical roadmap, including feature releases and customizations.

Lead technical discovery sessions with stakeholders to identify requirements and translate them into solutions.

Architect and implement complex workflows and advanced automation rules.

Establish and maintain robust security protocols for Zendesk and integrated systems.

Job description

Why Clipboard Health Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing professionals to book on-demand shifts and facilities to access on-demand talent.

About Clipboard Health:

Clipboard Health is a fast-growing Series C marketplace. We are a leader in our Long Term Care vertical and are expanding into several others (Dental Offices, Schools, etc).
We are a YC Top Company with a global, remote team of 600+ people. We have been profitable since 2022, and fill millions of shifts annually at partner workplaces across the US, where tens of thousands of professionals work with us every year.
We are looking for your help to keep growing so we can serve more professionals and workplaces.
To learn more about us, take a look at our website here.

Position Overview

We are seeking an experienced Zendesk Product Owner & Systems Administrator to join Worker Operations at Clipboard Health. This role combines technical system administration with strategic product ownership of our Zendesk implementation. The ideal candidate will serve as the principal architect of our Zendesk ecosystem, driving technical excellence while ensuring the platform evolves to meet our growing business needs.

Core Responsibilities

1. Zendesk Product Ownership

Own the complete Zendesk technical roadmap, including feature releases, customizations, and platform evolution.
Lead technical discovery sessions with stakeholders to identify requirements and translate them into technical solutions.
Develop and maintain comprehensive technical documentation, including system architecture, integration patterns, and best practices.
Champion Zendesk best practices across the organization and stay ahead of platform innovations.

2. Advanced Technical Administration

Architect and implement complex workflows, custom objects, and advanced automation rules.
Design and optimize sophisticated triggers, macros, and business rules to enhance operational efficiency.
Manage complex API integrations and custom middleware solutions.
Implement and maintain monitoring and alerting systems.
Lead technical troubleshooting for critical system issues and integration failures.
Design and enforce scalable naming conventions and tagging taxonomies.

3. Security & Access Management

Establish and maintain robust security protocols for Zendesk and integrated systems.
Design permission structures.
Conduct regular security audits and access reviews.
Collaborate with cross-functional external teams on compliance initiatives.
Manage user provisioning and de-provisioning workflows.

4. System Optimization & Innovation

Proactively identify opportunities for system improvements and automation.
Lead the evaluation and implementation of new Zendesk features and products.
Design and implement custom solutions using Zendesk's API and development tools.
Optimize system performance and maintain high availability standards.
Drive continuous improvement through metrics and performance analytics.

Success Criteria

Technical Excellence

Maintain 99.9% system availability and performance standards.
Resolve critical issues within 4 hours and standard issues within 24 hours.
Successfully implement new features with zero negative business impact.
Maintain comprehensive technical documentation and system architecture diagrams.

Required Qualifications

4+ years experience with Zendesk administration, including extensive customization and integration work.
Deep technical knowledge of Zendesk's complete product suite and API capabilities.
Proven experience with Zendesk's advanced features (Custom Objects, Side Conversations, Content Blocks, etc.).
Strong background in contact center operations and customer service technology (3+ years).
Demonstrated ability to manage complex technical projects independently.
Excellence in technical documentation and system architecture design.