Zendesk Consultant

Mivada

We're looking for a Zendesk Administrator to manage and support Zendesk instances for our client. This role requires someone who can independently own the platform's day-to-day administration while working closely with a client team, so strong communication skills and a proactive, ownership-driven mindset are just as important as technical expertise.

Key Responsibilities

Administer, configure, and maintain Zendesk instances, including Support, Guide, Talk, and Chat modules as applicable
Set up and manage triggers, automations, macros, views, SLAs, and business rules
Manage user roles, permissions, groups, and organizations within Zendesk
Configure and maintain workflows across email, chat, and other support channels
Handle integrations with third-party tools via APIs, apps, and webhooks
Monitor system performance, troubleshoot issues, and coordinate with Zendesk support for outages or technical escalations
Build and maintain reports and dashboards to track ticket trends, agent performance, and SLA compliance
Maintain and update the knowledge base for internal and customer-facing use
Perform regular audits of the Zendesk setup and recommend improvements
Document processes, configurations, and standard operating procedures
Support platform upgrades, new feature rollouts, and change management
Act as the point of contact for Zendesk-related queries from stakeholders

Requirements

Required Skills & Experience

4 - 5 years of hands-on experience administering Zendesk.
Solid understanding of ticketing workflows, SLAs, and helpdesk operations
Experience with API/app integrations and webhooks
Strong analytical skills with experience in Zendesk Explore or similar reporting tools
Excellent written and verbal communication skills — able to interact confidently and clearly with client stakeholders
Strong sense of ownership, accountability, and a proactive, solution-oriented mindset
Ability to work independently, manage priorities, and adapt quickly to changing requirements
Comfortable working in a client-facing capacity with minimal supervision
Zendesk certification(s) is a plus

Good to Have

Prior experience supporting international clients
Experience with Jira or other ITSM tools

Benefits

WHY JOIN US

Everyone who joins our team is treated as a trusted member of the team, not a number. Ultimately your success is our success, so we invest in our People heavily. Here are the top reasons to join us:

Developing you is a key focus - we help you craft your career
Pioneers in Parental Leave benefits - we provide equality in our parental leave for all genders and parental types
Doona Days - additional two days off for your mental health
Fun is an everyday experience - we challenge you in a positive way so you enjoy your growth journey
Competitive Compensation & Pay for Performance
Opportunities to be more for yourself and others

Who We Are

At Mivada we believe that when you bring technology and the right people together, there's no limit to what you can achieve.

Mivada is a high-growth technology consultancy, headquartered in Australia, offering services to both high-growth, mid-sized and global blue chip clients. We run a hybrid model with the majority of our team onshore, as well as an offshore capability in India. We have the ability to support global businesses 24/7 365. Our flexible approach and strong reputation have led to repeat work and growth. Our clients are our advocates.

We believe cultural fit is as important as technical skills. We operate as a team, supporting and learning from each other and we genuinely care about our clients’ success. Our Leaders are accessible, humble, and sometimes pretty funny! We like to enjoy our time at work, which means we encourage each other to shoot for the moon!