- Act as the primary administrator and subject matter expert (SME) for Zendesk, maintaining system configurations, workflows, and integrations.
- Manage Zendesk Support, Chat, Guide, Explore, and Talk configurations to optimize performance and usability.
- Develop and enforce best practices, governance, and security protocols within Zendesk.
- Oversee role-based access control (RBAC), permissions, and user provisioning to ensure proper system security and compliance.
- Monitor system performance, troubleshoot issues, and liaise with Zendesk support for escalations.
- Analyze existing customer support business workflows and processes, identifying opportunities for automation and efficiency improvements.
- Work closely with stakeholders to best understand business processes and gather business requirements, translate them into technical solutions within Zendesk and related platforms.
- Implement custom business rules, triggers, automations, and macros to optimize support operations.
- Develop and manage reporting & analytics dashboards (Zendesk Explore, Tableau, etc.) to provide insights into customer interactions and agent performance.
- Evaluate and integrate third-party apps, APIs, and custom extensions to enhance Zendesk functionality.
- Partner with Customer Support, IT, Product, Engineering, and Sales teams to align Zendesk capabilities with broader business needs.
- Lead and participate in Zendesk-related projects, including migrations, upgrades, and new feature implementations.
- Provide training, documentation, and knowledge sharing to ensure smooth adoption of new Zendesk features and processes.
- Maintain accountability and take ownership of ongoing technical solutions within Zendesk and related platforms.
- 5+ years of hands-on experience as a Zendesk Administrator, managing configurations, workflows, and integrations.
- Strong business systems analysis background, with expertise in process design, automation, and optimization.
- Experience in customer support operations and a deep understanding of best practices for support ticketing systems.
- Knowledge of Zendesk API, webhooks, and integrations with Salesforce, Slack, JIRA, and other business applications.
- Experienced in working in a business consulting role with exception stakeholder management
- Strong & experienced in using Zendesk Explore, Tableau, or other BI tools for reporting and insights.
- Proficient in workflow automation tools such as Workato, or similar platforms.
- Knowledgeable in ITSM, ITIL, and incident management frameworks is a plus.
- Excellent in your communication and stakeholder management skills, with the ability to translate business needs into technical requirements.
- Experienced in leading Zendesk implementation, migration, or optimization projects is a strong plus.
- Knowledgeable in SQL, JSON, and scripting for automation is a plus.
- Within your first month, you will understand Collibra’s application portfolio, team structure and common stakeholder use cases and change requests.
- Within your third month, you will partner with Collibra’s business stakeholders to collect requirements around architecting and building automations and integrations between Zendesk in collaboration with the cross functional partners.
- Within your sixth month, you will have delivered and iterated on your design for Zendesk automation including requirements gathering, development, UAT, and post-go live support.
The standard base salary range for this position is 116,000 - 145,000 per year. This position is not eligible for additional commission-based compensation. Salary offers are based on a combination of factors, including, but not limited to, experience, skills, and location.
In addition to base salary, we offer equity ownership at every level, bonus potential, a Flex Fund monthly stipend, pension/401k plans, and more.
#LI-AC1
Collibra recognizes and values that everyone has different needs, interests, and life goals. We built our benefits program with flexibility in mind to support you and your loved ones through a diverse range of circumstances and life events. These flexible offerings sit on a foundation of competitive compensation, health coverage, and time off. Learn more about Collibra’s benefits.
We create inclusion and belonging through how we onboard, meet, connect, engage, and communicate. Learn more about diversity, equity, and inclusion at Collibra.
At Collibra, we’re proud to be an equal opportunity employer. We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone.
With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category. If you have a need that requires accommodation, let us know by completing our Accommodations for Applicants form.
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What We Do
Data has endless potential, if people can trust it. Collibra helps organizations turn data into a trusted asset that drives business value, innovation, and AI readiness. Our cloud-based data intelligence platform connects data, people, and processes across the enterprise so teams can find, understand, and use the right data with confidence. By uniting governance, quality, privacy, lineage, and catalog capabilities in one secure, scalable SaaS solution, Collibra gives companies a single source of truth and a foundation they can trust as they embrace AI. Today, Collibra powers possibility for many of the world’s most data-driven organizations, from global banks and healthcare leaders to public institutions and high-growth tech companies. We help them use data responsibly to make faster, smarter, and more ethical decisions while meeting the highest standards for compliance and innovation. What truly differentiates us is the way we work. Collibrians bring curiosity, clarity, and care to everything we do. We collaborate across functions and time zones as a global #OneCollibra team, solving complex challenges and delivering measurable impact for our customers. Founded in Brussels and headquartered in New York, with offices in Raleigh, London, Prague, and beyond, Collibra is a global company built on trust and connection. We work fast, communicate openly, and stay grounded in our mission to make data , and now AI, meaningful for everyone. Because at Collibra, trusted data isn’t the end goal — it’s where possibility begins.
Why Work With Us
Work here means showing up curious, clear, and ready to build with purpose. As data and AI reshape what’s possible, Collibrians bring clarity to complexity and care to how we work. The pace is fast and the work is meaningful— because every problem we solve powers possibility, as #OneCollibra.
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