ITSM Zendesk Administrator Job at Dutch Bros
It's fun to work in a company where people truly believe in what they are doing. At Dutch Bros Coffee, we are more than just a coffee company. We are a fun-loving, mind-blowing company that makes a difference one cup at a time.
Being part of the Dutch Family
You are adaptable, a servant leader, and community-minded. You view yourself as an unfinished product on the constant pursuit of personal and professional development. We rely on our people to uphold our core values of speed, quality, and service to protect our culture and ensure our growth remains limitless!
Dutch Bros mission statement
We are a fun-loving, mind-blowing company that makes a massive difference one cup at a time.
Who we are
Dutch Bros puts people first in everything we do. Joining our team gives you the opportunity to build a compelling future while making a massive difference in the lives of our customers and communities.
We love people and we love OUR people! Here’s what we offer
Here at Dutch Bros, we want our employees to feel valued, and we recognize there's more to value than a salary. The following benefits and perks were hand-picked to cater to our diverse employee base:
- Medical/Dental/Vision/Short Term Disability/Life insurances
- Paid Sick Days
- 401(k) plan with employer match after one year of employment
- Education Benefit Program
- Vacation/Floating Holidays/Paid Time Off
- Paid Parental Leave
- Flexible Schedule
- Paid Volunteer Days
- Various employee discounts
- Office perks, such as hi-lo desks, snacks provided daily, casual dress code, and an in-house coffee bar with a dedicated Broista
Position Overview
The person in this role will be responsible for effective provisioning, configuration, operation, and maintenance of the ITSM platform(s) at Dutch Bros. Coffee. They will ensure that the ITSM and workflow applications, tools, and related procedures are optimized to enable the effective operation of the platform(s) to the business. They will be self-driven, collaborative, and exhibit impeccable work ethic even in a lively work environment.
Key Result Areas (KRAs)
Maintain, support, and enhance operational excellence within contact center and productivity line of business applications:
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Work with internal team and business partners to implement new features, enhancements, and integrations
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Analyze and optimize system configurations to ensure peak performance
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Monitor, troubleshoot, and resolve issues relating to Zendesk instances and modules across multiple brands
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Work with cross-functional teams to resolve technical issues within the ITSM system(s)
Develop and maintain standards, documentation, reporting, and visionary road mapping:
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Develop and maintain standard operating procedures for the administration of Dutch Bros. ITSM platform(s)
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Make recommendations for future upgrades and enhancements
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Develop, analyze, maintain, and deliver system and content reports/metrics
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Documents work: create and maintain diagrams, change control, ticket notes, worklogs, project status, and notes
Build relationships with business partners through training, support, consultation, and mentorship:
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Provide support documentation, training, and guidance to technical staff and cross-functional teams
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Collaborate and play an active role in the projects and initiatives of cross-functional stakeholders
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Deliver excellent customer service and effective response times within the Dutch Bros community
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Maintain subject matter expertise of Dutch Bros. ITSM platform(s)
Job Qualifications
Required qualifications:
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5 years in a comparable IT-related role, required
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In-depth knowledge and experience administering Zendesk or similar ITSM platform(s) and workflow applications
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Advanced proficiency in troubleshooting ITSM platform issues and providing solutions
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Proven ability to learn and support new platforms, software, integrations, and apply innovative business solutions
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Ability to translate business requirements into technical deliverables
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Strong documentation habits: Change control, ticketing, project status, process and procedure, training guides, etc
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Ability to work in a dynamic environment and embrace change
Preferred qualifications:
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Certifications: Zendesk Administrator, Zendesk Talk, Zendesk Chat, Zendesk Explore | ITIL Foundations
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Bachelor’s Degree in Computer Science/Information Technology, preferred
Competencies
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Adaptable
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Initiative
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Collaborative
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Communication
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Effective Prioritization
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Functional and Tech. Expertise
Physical Requirements
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Occasionally move or lift office items
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Must be able to work in an office environment
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Must be able to communicate in an effective manner to perform job duties
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Constantly operates a computer and other office productivity machineries, such as calculators, copy machines, computers, and office equipment.
- This position is eligible for remote work within any state Dutch Bros currently resides in (AZ, CA, CO, ID, KS, MO, NM, NV, OK, OR, TN, TX, UT, and WA)
Compensation:
$78,729.22 - $91,268.74
If you like wild growth and working in a unique and fun environment, surrounded by positive community, you'll enjoy your career with us!
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