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Recently postedChocolate Factory, Keynsham [9025]Engineering

Zendesk Engineer

IvcevidensiaKeynsham🇬🇧United Kingdom

Quick overview

SeniorityMid Senior
Employment typeChocolate Factory, Keynsham [9025]
Work modeHybrid
LocationKeynsham, United Kingdom
GitHTMLCSSCRMZendeskRESTJavaScriptAgile

Job description

About Us
IVC Evidensia is the UK and Europe’s leading veterinary care group, made up of over 900 practices and referral hospitals, united by a shared purpose of happier animals, happier owners.
At IVC Evidensia, we believe careers should be built without limits. Our people are supported to make more impact, access more career opportunities, and play an active role in their local and professional communities. Through investment in learning, innovation, and wellbeing, we create environments where our teams can grow in confidence, capability, and fulfilment—at every stage of their career.
As part of Central Functions, you will be part of the teams that support and enable our network of over 2,500 practices across 20 countries, driving operational excellence, innovation, and strategic impact across the business. 
Our Technology teams are responsible for the systems and infrastructure that make that work - everything our healthcare professionals need to deliver world-class care. From keeping on top of patient records, health plans, client communications, diary management and dispensing, our teams have a lot to think about and need smarter ways to provide the convenience and expertise that modern Pet owners have come to expect.

Zendesk is how colleagues and clients across IVC Evidensia ask for help, and we’re extending it into more areas of the business. You’ll join a small team of engineers who configure and build on the platform, with a particular focus on the Guide help centre, where tickets are raised. Your work shapes what each person sees, based on who they are, where they work and the help they need. The role is hybrid from Keynsham (Bristol) and fully remote working within the UK is possible for the right person.

* Own the HTML, CSS and JavaScript behind our Guide help centre, so each user sees the right content and request forms for their role and location
* Configure workflows, triggers, automations, business rules and user roles in the Zendesk Admin Centre
* Write custom scripts and integrations with the Zendesk REST API and webhooks to connect Zendesk with our other systems
* Test changes thoroughly and release them safely, following good development practice
* Keep the platform healthy by monitoring performance, fixing issues, applying updates and escalating to Zendesk support when needed
* Create data queries and dashboards that show the business how support is working
* Document configurations and customisations, and pick up requests that come into the team as tickets
* Occasional out of hours work to deploy releases

You Might Be a Great Fit If...

We’re looking for a driven, capable professional who brings:

* Three or more years as a frontend developer in a team, writing code that is maintainable, secure and reliable
* Strong JavaScript, HTML, CSS and JSON skills, plus hands on experience with APIs, webhooks and GitHub
* Experience configuring and customising a third party platform, such as Zendesk, another ticketing tool or a CRM
* A good understanding of how customer support teams work
* Clear written and verbal communication, and the confidence to question how things are done
* Experience working in an agile, product focused team
* Desirable: Zendesk administration, Guide theming with Curlybars templates, or building custom Zendesk apps
* A commitment to supporting our purpose and values

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