> Markdown version of [/jobs/ext/611495-zendesk-it-analyst](https://www.wearedevelopers.com/jobs/ext/611495-zendesk-it-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Zendesk IT Analyst - **Company:** Allegion plc - **Location:** Indianapolis, IN, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** HTML, Application Programming Interfaces (APIs), Artificial Intelligence, Information Systems, Systems Integration, Chatbots, Macros, Information Technology, Dynamic Content, Zendesk, Marketplace, Webhooks, Api Management - **Published:** June 24, 2026 - **Apply:** https://allegion.wd5.myworkdayjobs.com/careers/job/Remote-Indiana/Zendesk-IT-Analyst_JR36526-1 ## About the Role * Bachelor's Degree in Computer Science, Information Systems, or a related field, or equivalent years of relevant work experience * 3+ years of hands-on Zendesk administration experience in a professional environment * Proficiency in HTML and CSS for Help Center customization - you should be comfortable editing themes, styling article layouts, and troubleshooting rendering issues * Demonstrated experience building Zendesk chatbots using Flow Builder, Answer Bot, or Zendesk AI Agents * Strong working knowledge of Zendesk Suite products: Support, Guide, Chat, Talk, and Explore * Experience with Zendesk APIs, webhooks, and integrations with external platforms * Familiarity with Liquid templating for dynamic content within tickets and Help Center articles * Strong analytical mindset with the ability to design and interpret custom Explore reports and dashboards * Ability to manage multiple priorities in a fast-moving environment while communicating clearly with stakeholders at all levels * Excellent written and verbal communication skills, including the ability to document configurations and processes for both technical and non-technical audiences * Zendesk Administrator Certification preferred * Experience managing multi-brand or enterprise-scale Zendesk environments preferred ## Description * Own day-to-day administration of Zendesk Suite (Support, Guide, Chat, Talk, Explore) across multiple Allegion brand instances * Design, develop, and maintain branded Help Center sites using HTML and CSS, including custom Copenhagen theme modifications and reusable article templates * Build, configure, and continuously improve AI-powered chatbots and automated flows using Zendesk Flow Builder, Answer Bot, and Zendesk AI Agents * Configure and optimize ticket routing, triggers, automations, macros, views, SLAs, and business rules to support evolving operational needs * Partner with cross functional IT, Customer Success, and product teams to translate business requirements into scalable Zendesk solutions * Manage user roles, permissions, groups, and organizations across multi-brand environments with appropriate access controls * Build and maintain custom dashboards and reports in Zendesk Explore to surface actionable insights for leadership and operations teams * Evaluate, implement, and support third-party Zendesk Marketplace apps and API integrations to extend platform capability * Lead chatbot conversation design including intent mapping, fallback handling, and handoff-to-agent logic * Ensure platform health through regular audits, data hygiene practices, and compliance with security and privacy policies * Serve as the internal subject matter expert on Zendesk, providing training and guidance to support team members and administrators ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Crafting Custom Frameworks with Rust: A Deep Dive into Procedural Macros](https://www.wearedevelopers.com/videos/849-crafting-custom-frameworks-with-rust-a-deep-dive-into-procedural-macros) - [The Resilience of the World Wide Web](https://www.wearedevelopers.com/videos/1281-the-resilience-of-the-world-wide-web) - [Building Agentic Applications: A Deep Dive into Zooka, an AI Cardiologist Assistant](https://www.wearedevelopers.com/videos/2030-building-agentic-applications-a-deep-dive-into-zooka-an-ai-cardiologist-assistant) - [Modularity: Let's dig deeper](https://www.wearedevelopers.com/videos/1200-modularity-let-s-dig-deeper) ## Related Articles - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [Dev Digest 132 - Binging WADFlix?](https://www.wearedevelopers.com/magazine/473-dev-digest-132-binging-wadflix) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)