Business Applications Developer & Administrator (Casual)

The Business Applications Developer & Administrator administers, configures, develops and supports Events DC's enterprise business applications. The role owns Events DC's Zendesk incident and service management platform and keeps it reliable, its data accurate and its service workflows effective. The position also administers Events DC's commercial off-the-shelf (COTS) applications company-wide, including Monday.com, Adobe products (including Frame.io and Workfront), DocuSign and Veritone DAM. It builds and maintains the integrations, application programming interfaces (APIs) and automations that connect these systems, including those built on make.com and Adobe Fusion. The Business Applications Developer & Administrator reports to the Director, Digital Workforce & Technology Partner Operations.

Zendesk Incident and Service Management

• Administer the Zendesk platform, including users, roles, groups, permissions, brands, channels and agent workspaces.

• Configure and maintain ticket forms, fields, triggers, automations, macros, views, SLA policies and routing rules that support incident, request and service workflows.

• Develop custom apps, integrations and enhancements using the Zendesk APIs, webhooks and the Zendesk Apps Framework.

• Maintain the help center and knowledge base, including structure, templates and content workflows.

• Monitor platform health, data integrity and SLA performance; build reports and dashboards in Zendesk Explore to measure service delivery against Service Help Desk KPIs.

• Troubleshoot and resolve platform issues, coordinating with Zendesk support when needed.

Enterprise COTS Application Administration

• Serve as the company-wide administrator for Monday.com, Adobe products (including Frame.io and Workfront), DocuSign and Veritone DAM.

• Manage user provisioning and deprovisioning, licenses, roles, permissions and single sign-on settings across these platforms.

• Configure workspaces, boards and templates; project, review and approval workflows; signing templates and envelope workflows; and digital asset metadata, taxonomies and access rules.

• Review vendor releases and updates, assess new features and their impact on users and integrations, and plan their rollout.

• Maintain license inventory and usage data to support renewals and cost management.

Integrations, APIs and Automation

• Design, develop, test and maintain integrations between Zendesk, the COTS platforms and other Events DC systems using REST APIs, webhooks, make.com and Adobe Fusion.

• Build automations that reduce manual work, such as routing requests, syncing records, triggering approvals and moving assets between systems.

• Monitor integration and automation runs, resolve failures, and manage API credentials, connections and usage limits.

• Maintain technical documentation for configurations, integrations, data flows and change history.

• Follow change management, testing and security practices, including testing in sandbox environments before production release.

User Support, Training and Governance

• Provide advanced (tier 2 and tier 3) support to users of all supported applications; diagnose issues and escalate to vendors as needed.

• Gather business requirements from departments and translate them into configuration, workflow or development solutions.

• Develop user guides and training materials, and lead onboarding and training sessions.

• Enforce data integrity, access control, retention and security standards in line with Events DC IT policies.

• Serve as the day-to-day liaison with application vendors on support cases, product roadmaps and renewals.

• Bachelor's degree in information systems, computer science or a related field, or equivalent professional experience.
• 4-6 years of experience administering and developing enterprise software-as-a-service (SaaS) business applications, including at least 2 years as a Zendesk administrator.
• Hands-on administration experience with at least two of the following: Monday.com, Adobe Workfront, Frame.io, DocuSign, or a digital asset management platform (Veritone DAM preferred).
• Demonstrated experience building API integrations and automations with make.com, Adobe Fusion or a similar integration platform (e.g., Zapier, Workato).
• Experience supporting users and managing access across a multi-department organization.
• Zendesk Administrator certification, Adobe Workfront certification or ITIL Foundation certification preferred.