Senior Application Analyst

Provide domain expertise to partner teams and leadership, clarifying platform capabilities and preferred solutions

Bachelor's degree or, in lieu of a degree, comparable relevant work experience

4+ years direct experience administering and optimizing Zendesk implementations for established businesses, ideally with international footprints, including direct technical leadership of substantial efforts to build or iterate on complex functionality within that platform

Deep, detailed understanding of Zendesk and its configuration components (Triggers, Macros, Tags, Skills, Omnichannel

Routing including custom queues, etc.), as well as how it/they are used to support Operations teams for large-volume businesses

Strong familiarity with the Zendesk APIs and how these are used by software teams and other stakeholders to extract data, as well as executing actions against the Zendesk platform

Ability to understand business processes and translate business requirements into application functionality, including the ability to effectively and compassionately seek clarity from non-technical collaborators

Ability to operate independently and effectively without direct oversight (your manager and the rest of the team will be in Seattle), and prioritize your own work in response to evolving business needs

Curious, creative, and driven technologist with well-honed project management/participant, multitasking, and communication skills

Ability to apply technology to address practical business problems

Ability to balance attention to detail with expeditious execution in a fast-paced environment

Dedicated teammate who owns details and looks around corners, and who exemplifies a customer- and solutions-focused approach to challenges

Good communication capabilities across a variety of channels

Zendesk Certified Administrator or Expert cerficiation

Experience working with scripting languages such as Python or JavaScript, and/or software development experience generally

Experience using AI tools (Claude, ChatGPT, Rovo, etc.) to accelerate analysis and solution development, particularly in the context of Zendesk

Experience with at least one (and ideally more) M&A-driven migrations/integrations into Zendesk

Experience with Zendesk’s AI feature-set

General IT administration/support experience (managing email services/accounts, working with identity management systems like Okta, etc.)

Active participant in at least one RFP, RFI, and/or RFQ

Experience operating in Google Workspace toolset (Gmail/Calendar/Drive)

Experience working within Agile frameworks such as kanban and scrum, ideally using the Atlassian suite (Jira/Confluence)

Experience with compliance and regulatory requirements, e.g. GDPR, CCPA, SOX, PCI

We are committed to creating and fostering a culture of inclusivity and diversity both on our teams and through our solutions.

We want people to feel comfortable bringing their whole selves to work, and to trust that they will be fully valued for who they are and what they can contribute.

We embrace progressive IT practices, prioritizing cloud and SaaS solutions over on-prem, agile over waterfall (or waterfall in disguise), and are always looking for a better way to solve, for our customers and ourselves

We're serious about the quality of the services we provide and believe in measuring our performance and striving to improve

And dogs in the office. Bring yours, too!

In the greater Barcelona area the first-year salary range is €47,124 - €57,120. Additionally, Rover offers a long-term incentive plan with a company performance-based cash payout and benefits to full-time employees.

The cash compensation offered for this role will be dependent on the candidate's experience, qualifications, skills, and abilities as demonstrated in the interview and hiring process.