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Zendesk Platform Owner

Healthcare Triangle IncUnited States🇺🇸United StatesPosted Oct 14, 2026

Why This Role Stands Out

This role offers an exciting opportunity to shape the future of a critical platform within a respected healthcare organization, with significant potential for professional growth. You'll thrive here if you're a proactive problem-solver eager to leverage your expertise in Zendesk to enhance user experience and drive innovation. Embrace this chance to make a tangible impact and advance your career!

Quick Overview

Seniority
Mid Senior
Work mode
Hybrid
Location
United States
Posted
Yesterday
HRISTriageVendor ManagementWorkdayZendesk

Job Description

Hi ,

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

Please find the job description below and if you are interested, kindly share your updated resume with contact details...

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.

Thanks & Regards,

Subash US IT Consulting

Ph: / Email: @blockedge.io

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