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Reward Gateway

Support System Owner (Zendesk)


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    Tech Stack / Изисквания

    In May 2023 Reward Gateway was acquired by Edenred. Edenred is a leading digital platform for services and payments for people at work, connecting 52 million users and 2 million partner merchants in 45 countries via close to 1 million corporate clients.

    With our shared missions of ‘Making the World a Better Place to Work” and ‘Enriching connections, For good’, you’ll contribute to improving employee engagement and building better, stronger, and more resilient organisations to improve people’s daily lives. Our shared mission guides our actions and charts a sustainable path to a better future.

    Due to company growth, an opportunity for an experienced Support Systems Owner to join our Business Operations team has become available.

    As the Support System Owner, you will manage and optimize our Zendesk and Jira service management platforms. This role is essential for supporting the efficient running of our systems and the wider client-facing Support functions that rely on them. You will lead the configuration, support, maintenance, and improvement of our service platforms.

    Working closely with department leaders and subject matter experts, you will develop and deploy configuration changes to implement business processes. This includes integration to other applications, developing dashboards and reports, and introducing automation to support business needs.

    This role requires a candidate with a strong background in IT service management, experience with stakeholder interaction across various levels, and a deep understanding of ITIL best practices. You are expected to „own it,“ coordinating all aspects of these tools and their utilisation.

    Some of Your Responsibilities & Core Duties will be to:

    • Oversee the administration and operational health of Zendesk and Jira systems, ensuring they meet the company’s ticketing, issue tracking, and service delivery needs
    • Act as the primary liaison between IT and other business units. This will include frequent interaction with support teams to gather requirements, relay system updates, and facilitate training on new features or procedures
    • Perform customisation of fields, forms, views, business rules, workflows, email notifications, approval processes, reports, and dashboards
    • Manage technical activities related to application operations, migrations, and upgrades, ensuring timely and accurate execution
    • Integrate Zendesk with other tools and systems, such as CRM software, using APIs and webhooks for a seamless workflow
    • Create procedures and scripts for monitoring and automating manual processes
    • Maintain up-to-date system documentation for configuration and troubleshooting known issues
    • Keep a centralised record of Zendesk enhancements and releases, and maintain subject matter expertise in the product
    • Design and run complex reports and dashboards to make decisions that improve service efficiency
    • Provide new user accounts and manage training, licenses, and permissions

    The Experience and Key Skills you will have:

    • 3+ years IT, Technical Support or Project experience of which at least 2 years Zendesk or Jira administration experience
    • Proven knowledge and understanding of the underlying platforms of Zendesk and/or Jira
    • Strong understanding of business processes, particularly ITIL and its relevance to technical support
    • Proven ability to design, implement, and document new processes and facilitate user adoption.
    • Familiarity with REST APIs and ability to design new automation and integrations a plus
    • Understanding other related technologies (HTML, JSON, JavaScript, CSS, etc) to support customisation
    • Experience with Software Development Lifecycle and tools like GIT is helpful
    • Experience using business intelligence tools (ex. Tableau) and integrating with data warehouses (ex. Databricks, Redshift)
    • Good verbal and written communication skills, with the ability to work with technical and non-technical stakeholders
    • Analytical mindset with strong problem-solving capabilities and a high attention to detail
    • Ability to multitask and manage expectations in a fast-paced environment with competing priorities

    The Interview Process:

    • Online video interview with the Senior Talent Partner
    • Online video interview with the Business Operations Manager and the Head of IT Systems
    • Final interview with the Global Revenue Operations Director and the Business Operations Manager

    Be comfortable. Be you.

    At Reward Gateway, we want all our employees to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds, and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community, and help us Make the World a Better Place to Work.

    We hire BETTER. 

    From perks to people, our BETTER approach to hiring earns us more trust, happier people, and more world-class talent that helps us to make the world a better place to work.

    Find out more about Reward Gateways’ approach to benefits, equality, talent, technology, empathy, and what you’ll get in return for joining our Mission at rg.co/lifer.

    About Reward Gateway

    Reward Gateway is culture and client driven. We’re obsessed with putting the “Human” in HR and are proud to have been 100% dedicated to HR for over a decade. Since 2007, we’ve been right by the side of the world’s most innovative HR people, giving them beautiful products and tools they can use to attract, engage and retain their people.

    The world’s most successful companies treat their people differently. They generate stock market returns of twice their peers and they have half the employee turnover. 76% of CEOs recognize that employee engagement is vital to their success but only 24% say they have a highly engaged company. Bridging that engagement gap is what drives us.