Overview

The Mimecast Zendesk / ITSM Administrator needs to work well under pressure, delivering and executing on solutions to ensure flawless IT Service Delivery for the Mimecast business.  We are looking for someone with a solid understanding of ITSM best practice principles and solutions and a thorough understanding of Zendesk, to support a growing expansion of the platform for a diverse set of business groups.

About the role

You’ll join a passionate and talented team in an innovative IT company. 

The role will facilitate the provision of efficient, effective and proactive support to the global Mimecast business and its employees

• Acting as the go to person at Mimecast for day-to-day operations within Zendesk, working through feature requests, updates, and maintenance of our account
• Work with our business teams to assist specific configurations such as new apps, fields and workflows
• Ensuring that workflow allows for capturing of relevant analytics that can be used for driving process improvement and measuring agent performance
• Work with our business to understand, define and create relevant metrics, reports and associated dashboards
• Evaluate benefits, and implement, of integrations to other ITSM platforms, such as SmartSheets
• Using analytics to improve ticket deflection and agent productivity
• Managing new feature deployments, internal testing and rollout of changes across all teams
• Ensuring on-boarding and off-boarding of new agents is handled quickly
• Periodically reviewing triggers, automations, views, and macros to ensure outdated items are deactivated or updated
• Periodically audit agent permissions and ensuring access is appropriate
• Defining and maintaining roles for each key type of agent using Zendesk
• Interface with Zendesk regarding outages and support interactions for system needs, as well as following through on our support requests

Essential Skills and Experience:

• College Degree
• 3-5 years of professional experience
• 2+ years of experience of administering Zendesk and/or Software as a Service ITSM systems
• Organized, responsive and good at project management and execution
• Analytical with a keen desire to improve business processes and performance
• Scripting and API experience a plus

Reward:

We offer a highly competitive rewards and benefits package including private healthcare, dental and life coverage.  Mimecast is an entrepreneurial and high growth company which will provide the right candidate with a wealth of career development opportunities.  All Mimecasters strive on being high performers, problem solvers, and team players with passion and integrity.

We strive to attract exceptional people who have "that extra something" and really enjoy what they do. Are you ready to jump on board?