Zendesk Platform Owner

Hi ,

We have a job opening for the position of Zendesk Platform Owner.

Job Title: Zendesk Platform Owner

Location: Remote

Duration : Long Term

• Zendesk Platform Owner Maintain platform architecture documentation, governance standards, and decision records.
• Review proposed changes for impacts to ticket workflows, routing, reporting, permissions, self-service, integrations, and employee experience.
• Evaluate new Zendesk capabilities, including AI and automation features, for fit with Smithfield HR service delivery.
• Zenplates Theme & Portal Experience Governance Own the relationship and roadmap with Zenplates for custom theme functionality, upgrades, and support needs.
• Apply custom code, often in partnership with Zenplates Coordinate testing and approval of theme updates, dynamic content changes, form visibility logic, and portal design changes.
• Ensure the AskHR portal remains usable, brand-aligned, accessible, and mobile-friendly.
• Maintain documentation for theme dependencies, custom code, vendor contacts, and change history.
• Evaluate user experience issues and recommend improvements to landing pages, menus, search, and navigation.
• Workday Integration Oversight Maintain working knowledge of the Workday-to-Zendesk integration, user sync/profile creation process, role/audience assignment impacts, and authentication dependencies.
• Coordinate across HRIS, IT, Zendesk, and delegated support owners when integration issues affect agents, employees, reporting, or self-service access.
• Assess downstream Zendesk impacts when Workday data structures, supervisory organizations, locations, job profiles, employee types, or security roles change.
• Ensure integration documentation remains current and that recurring issues are converted into process or configuration improvements.
• Lead integration updates and efforts to reduce generated errors.
• Support governance around profile data quality, user attributes, segments, and employee portal access.
• Identify opportunities to automate repetitive work, improve routing, reduce manual triage, and increase employee self-service.
• Evaluate Zendesk AI capabilities and determine where they can safely support HRSSC work.
• Monitor automation effectiveness and prevent conflicting or outdated triggers, automations, macros, or workflows.
• Maintain an improvement backlog tied to measurable outcomes such as fewer reopens, faster resolution, better deflection, or reduced call volume.
• Partner with HRSSC leaders and COEs to redesign processes before automating them.

Vendor & Support Management

• Smithfield can lead vendor management, but it would be beneficial for this person to participate Coordinate with Zendesk Premier Support, Zendesk Assist, Zenplates, and internal IT/HRIS partners as needed.
• Track open vendor issues, enhancement requests, escalations, and support commitments.
• Prepare clear problem statements, business impact summaries, examples, screenshots, and testing results for support tickets.
• Ensure vendor guidance is translated into Smithfield-specific documentation, training, or configuration updates.
• Maintain awareness of renewals, support entitlements, release notes, and relevant product changes.

Ph: / Email: @blockedge.io

Thanks & Regards,

Subash US IT Consulting