Zendesk and Wiki Administrator

The Zendesk and Wiki Administrator is responsible for managing and maintaining the organization’s Zendesk platform and internal knowledge bases (Confluence and Ubiquity Wiki). This role will serve as the key liaison with the Coastal client, ensuring seamless updates, configuration, and documentation alignment between Coastal Confluence and Ubiquity Wiki. The administrator will also support and execute client requests for Zendesk enhancements, workflow optimization, and process documentation.

Key Responsibilities

Zendesk Administration

• Manage day-to-day Zendesk operations, including configuration, automation, triggers, views, and macros.
• Implement client-requested Zendesk enhancements and ensure system changes align with operational workflows.
• Monitor performance metrics, user permissions, and ticketing structure to optimize agent productivity.
• Collaborate with internal teams and the Coastal client to identify and deploy Zendesk improvements.
• Provide troubleshooting and technical support for Zendesk-related issues.
• Generate, extract, and summarize zendesk reports to the client and stake holders.

Wiki and Confluence Management

• Serve as the primary administrator and content owner for Coastal Confluence and Ubiquity Wiki.
• Update, organize, and maintain Confluence pages, ensuring information is accurate, accessible, and up to date.
• Partner with the Coastal client to align content, structure, and best practices between Confluence and Ubiquity Wiki.
• Establish and enforce content management standards, templates, and version control.
• Train team members on Confluence usage, documentation practices, and content governance.

Collaboration and Continuous Improvement

• Act as the bridge between internal operations, Coastal client teams, and IT to ensure consistent process documentation.
• Gather feedback and recommend improvements for Zendesk workflows and knowledge-sharing systems.
• Support process documentation for transitions, product updates, and client initiatives.
• Ensure data integrity, compliance, and information security across platforms.

Qualifications

• Bachelor’s degree level in Information Systems, Business Administration, or related field preferred.
• 2+ years of experience administering Zendesk and Confluence (or equivalent systems).
• Strong understanding of knowledge management principles and documentation best practices.
• Proven experience in Confluence page design, content structuring, and space management.
• Familiarity with Zendesk APIs, integrations, and automation tools is a plus.
• Excellent communication and client-facing skills with a strong sense of ownership.
• Highly organized, detail-oriented, and proactive in managing multiple requests.
• Relocation Assistance Provided

Preferred Skills

• Experience working with BPO or client-servicing environments.
• Proficiency in HTML, CSS, or scripting for Zendesk customization.
• Knowledge of workflow automation and reporting dashboards in Zendesk.
• Familiarity with Jira integration for Confluence.

Key Attributes

• Collaborative and client-focused mindset.
• Strong problem-solving and analytical thinking.
• Ability to work independently with minimal supervision.
• Commitment to maintaining high standards of documentation accuracy and usability.