The Senior Zendesk Administrator II acts as the go-to expert for all Zendesk-related support at Aledade. This role is the main contact for support, maintenance, configuration, and enhancement needs. The administrator collaborates with both technical and non-technical teams to design, implement, and maintain solutions for Aledade users. Responsibilities include managing the full project lifecycle—gathering and analyzing requirements, configuring solutions, and assisting with testing. Occasionally, after-hours support may be required during outages, upgrades, or major system changes.

Primary Responsibilities:

– Manage all Zendesk administrative tasks, including user accounts, reports, dashboards, workflows, and other routine functions.
– Design, implement, and support configurations of moderate to high complexity and customizations of low to moderate complexity to meet business needs.
– Perform regular maintenance in line with Zendesk best practices.
– Troubleshoot issues with Zendesk and related tools, including plugins and integrations.
– Provide emergency support when needed to resolve urgent issues.
– Keep Jira tickets updated with current statuses and detailed notes on resolutions.

Minimum Qualifications:

– Bachelor’s degree in Computer Science or a related field, or equivalent experience.
– 6–8+ years of experience as a Zendesk Administrator.
– Zendesk Administrator certification or equivalent experience.

Preferred Knowledge, Skills, and Abilities:

– Zendesk Support Administrator Expert certification is highly desirable.
– Strong interpersonal and communication skills.
– Excellent analytical and organizational abilities; capable of multitasking and prioritizing in a fast-paced environment.
– Proven ability to understand and communicate complex requirements.
– Creative, analytical thinker with strong problem-solving skills.
– Ability to meet deadlines and manage multiple requests while collaborating across teams.
– Willingness to work outside regular hours for upgrades, outages, or project needs.
– Experience with Jira is a plus.

Physical Requirements:

– Prolonged periods of sitting and extensive computer use.
– Occasional walking and lifting may be required.
– Availability for occasional weekend or after-hours work for maintenance or project deadlines.

About Aledade:

Aledade is a public benefit corporation dedicated to empowering independent primary care providers. Since its founding in 2014, Aledade has grown into the largest network of independent primary care practices in the U.S., helping them succeed in value-based care. By creating value-based contracts with a variety of health plans, Aledade aims to move away from the traditional fee-for-service model. The company supports continuity of care, aligns incentives, and ensures primary care physicians are rewarded for keeping patients healthy. If you’re passionate about transforming healthcare and want to be part of a collaborative, inclusive, and remote-first team, Aledade may be the right place for you.

What This Means for You:

At Aledade, you’ll join a creative and inclusive culture focused on solving complex challenges with respect and curiosity. You’ll work with a diverse team united by a shared mission to improve public health. Aledade offers a comprehensive benefits package that includes:

– Flexible schedules and remote work options for many roles
– Health, dental, and vision insurance (up to 80% covered for employees, dependents, and domestic partners)
– 21 days of PTO in the first year
– Two paid volunteer days and 11 paid holidays
– 12 weeks of paid parental leave
– Six-week paid sabbatical after six years
– Educational and clinical reimbursement programs
– 401(k) with up to 4% company match
– Stock options
– And more

Aledade values diversity and is proud to be an equal opportunity employer. Employment decisions are based on merit, qualifications, performance, and business needs. All qualified applicants will receive consideration without regard to age, race, color, national origin, gender, gender identity or expression, religion, disability, medical condition, genetic information, marital status, veteran status, or sexual orientation.

Privacy Policy: By applying, you agree to Aledade’s Applicant Privacy Policy available at https://www.aledade.com/privacy-policy-applicants.