CX Systems Analyst (d/f/m) - Zendesk Platform

Personio's intelligent HR platform helps small and medium-sized organizations unlock the power of people by making complicated, time-consuming tasks simple and efficient. Our growing team of 1,800+ Personios across Europe and the US are building user-friendly products that delight our 14,000+ customers and their 1.5 million employees. Ready to make an impact from day one?

This position is office-based (hybrid) in either Dublin, Munich, Berlin, London, or Amsterdam.

The Role: How you’ll make an impact at Personio

We empower Personio's decision-making with advanced analytics and strategic insights, while boosting productivity through systems improvement and automation. Be part of our transformative journey in HR technology, where your contributions will shape our data-driven future..

Our Post Sales & Integration team proactively engages with our Customer Operation team to scale our Zendesk platform. As a CX Systems Analyst, you’ll enable your stakeholders to more efficiently use Zendesk and grow its user base.

Role Responsibilities: What you’ll do:

• Strategy: You are the systems representative when it comes to materialise the business needs into systems configurations

• Efficiency: You're responsible for the efficiency of Zendesk and the implementation of key features like intelligent routing, AI, and internal ticket escalations.

• Leading: You lead the Post Sales & Integrations CX stakeholders to success by collaborating with our Technical Program Managers and delivering timely and high quality solutions.

• Processes: You work closely with the Systems Integration Specialists that will advise you on the most technical areas and make sure you are equipped with the best knowledge

Role Requirements: What you need to succeed:

• You have a proven track record of 5+ years experience with Zendesk and 3+ years in a customer-facing role in a SaaS or B2B/B2C environment.

• You are fluent in English, with a thoughtful, structured, and transparent communication style.

• You're able to understand technical requirement and use it to create accurate implementations and reporting

• You make autonomous, data-driven decisions to move your team towards their goals

• You manage stakeholders at multiple levels, from ICs to Senior Management, and ensure a shared understanding of goals and expectations.

• You see change as an opportunity to develop the business, and leverage strategy and past experiences to deal with ambiguity and complexity.

• You create a motivating and collaborative environment, where your team sets and achieves challenging developmental and business goals.

Why Personio?

Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We embrace uniqueness and understand that our diverse, values-driven culture makes us stronger. We are proud to have an inclusive workplace environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.
Aside from our people, culture, and mission, check out some of the other benefits that make Personio a great place to work:

• Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity

• Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years

• Make an impact on the environment and society with 1 Impact Day per year

• Receive generous family leave, child support, mental health support, and sabbatical opportunities

• We follow an office-led, remote-friendly approach, including opportunities to work from home and international locations. Many of our teams have designated days for gathering in the office to enhance collaboration and foster a sense of community.

• We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch