Description

　　Looking for an opportunity to make an impact?

　　At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainable. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

　　If this sounds like a mission you want to be a part of, keep reading!

　　Civilian Health Solutions uses a wide range of capabilities in Digital Modernization, Mission Software Systems, and enabling technologies like Artificial Intelligence and Machine Learning to support our customers' mission in advancing biomedical research and protecting public health. Our team's focus is ensuring our health customers have the right solutions to keep pace with an ever-evolving public health landscape and prevent the next public health crisis. To explore and learn more, click here!

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　　Job Description

　　Leidos' Civilian Health Solutions Operation is seeking a dynamic, mission-centric hands-on Zendesk Systems Administrator to support a federal agency's large, mission-critical, hybrid infrastructure. We are building out an amazing team of high-impact technology professionals, and we want you to be a part of our ongoing transformation. The Zendesk System Administrator is responsible for the day-to-day management, configuration, and optimization of our Zendesk platform. The ideal candidate will have a deep understanding of Zendesk's features, capabilities, and best practices, and will collaborate with cross-functional teams to ensure an efficient and seamless customer support experience.

　　Role is remote - must be based within the United States and have been in the US for three consecutive years

　　Requires US Citizen or US Person with the ability to obtain a Public Trust Clearance.

　　preference given to candidates within two hours of Washington DC Metro area.

　　Key Responsibilities:

　　Configure, manage, and optimize Zendesk settings and integrations to align with agency objectives and workflows.Develop and maintain custom views, triggers, automations, macros, and other Zendesk functionalities.Oversee Zendesk upgrades, testing, and rollout of new features with minimal disruptions.Train new agents and continuously educate existing team members on Zendesk functionalities and best practices. Create technical documentation, user manuals, and training materials for agents and other staff members.Ability to integrate Zendesk Talk or other telephony systems Design and generate reports and dashboards to monitor customer support metrics and KPIs.Work closely with customer support leadership to design and implement SLAs, ticket workflows, and escalation procedures.Collaborate with IT and other departments to integrate Zendesk with other tools and platforms.Ensure compliance with data privacy regulations and security best practices within Zendesk.Troubleshoot and resolve any Zendesk-related issues or disruptions.Stay up to date with the latest Zendesk features, best practices, and industry trends.Ability to integrate with Zendesk Chat or other integrated messaging tools.

　　Qualifications:

　　Bachelor's Degree or 4 additional years of experience in addition to the below5+ years of overall experience, 3+ years of experience as a Zendesk Administrator or similar role.Strong analytical and problem-solving skills.Proficient understanding of customer support processes and best practices.Ability to work in a fast-paced environment and manage multiple priorities.Excellent written and verbal communication skills.Familiarity with other support tools, CRMs, and integrations is a plus.Strong team player with a focus on collaboration.ability to obtain public trust clearance.

　　Preferred Qualifications:

　　Zendesk Support Administrator Expert certification preferred.ITIL4 Foundations Certification or ability to obtain within 3 months of start date.

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　　Pay Range:

　　Pay Range $68,900.00 - $124,550.00

　　The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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　　Original Posting Date:

　　12/11/2023

　　While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.