IT Platform Analyst/Administrator to work as part of a collaborative, customer-experience-focused team within a global organization of 14,000+ employees, representing 40+ brands (including Schlage, Von Duprin and LCN) dedicated to safety, security and access management. In this role, you'll own and evolve the customer experience and support platforms that power multiple Allegion brands - with Zendesk making up the core of your day-to-day responsibilities. As you build intuitive Help Center experiences, deploying intelligent chatbots, and optimize ticketing workflows, you will also have the opportunity to evaluate, integrate, and grow your expertise across other enterprise IT platforms.
What You'll Do:
- Own day-to-day administration of Zendesk Suite (Support, Guide, Chat, Talk, Explore) across multiple Allegion brand instances, while helping to manage and integrate adjacent IT and business systems
- Design, develop, and maintain branded Help Center sites using HTML and CSS, including custom theme modifications and reusable article templates
- Build, configure, and continuously improve AI-powered chatbots and automated workflows using Power Automate FLOW, Zendesk Flow Builder, Answer Bot, and Zendesk AI Agents
- Configure and optimize ticket routing, triggers, automations, macros, views, SLAs, and business rules to support evolving operational needs
- Partner with cross functional IT, Customer Success, and product teams to translate business requirements into scalable solutions
- Manage user roles, permissions, groups, and organizations across multi-brand environments with appropriate access controls
- Build and maintain custom dashboards and reports in Zendesk Explore to surface actionable insights for leadership and operations teams
- Evaluate, implement, and support third-party Zendesk Marketplace apps and API integrations to extend platform capability
- Lead chatbot conversation design including intent mapping, fallback handling, and handoff-to-agent logic
- Ensure platform health through regular audits, data hygiene practices, and compliance with security and privacy policies
- Serve as the internal subject matter expert on Zendesk, providing training and guidance to support team members and administrators
What You Need to Succeed:- Bachelor's Degree in Computer Science, Information Systems, or a related field, or equivalent years of relevant work experience
- 3+ years of hands-on administration experience with enterprise IT applications or SaaS platforms (e.g., Zendesk, Salesforce, ServiceNow, Freshdesk, HubSpot)
- Proficiency in HTML and CSS for Help Center customization - you should be comfortable editing themes, styling article layouts, and troubleshooting rendering issues
- Demonstrated experience building chatbots, conversational flows, or automated routing logic
- Strong working knowledge of core support tools: Ticketing, Knowledge Management, Live Chat, Cloud Telephony and Analytics
- Experience with REST APIs, webhooks, and integrating SaaS platforms with external systems
- Familiarity with templating languages (e.g., Liquid, Handlebars) for dynamic content within tickets and articles is a plus
- Strong analytical mindset with the ability to design and interpret custom reports and dashboards
- Ability to manage multiple priorities in a fast-moving environment while communicating clearly with stakeholders at all levels
- Excellent written and verbal communication skills, including the ability to document configurations and processes for both technical and non-technical audiences
- Zendesk Administrator Certification (or equivalent platform certifications) preferred
- Experience managing multi-brand or enterprise-scale software environments preferred
What You'll Get from Us:- Health, dental and vision insurance coverage, helping you "be safe, be healthy".
- A commitment to your future with a 401K plan, offering a 6% company match and no vesting period
- Tuition Reimbursement
- Unlimited PTO
- Employee Discounts through Perks at Work
- Community involvement and opportunities to give back so you can "serve others, not yourself"
- Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching
Apply Today!Join our team of experts today and help us make tomorrow's world a safer place!
Not sure if your experience perfectly aligns with the role? Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification
and every single preferred qualification of a job posting. At Allegion, we are dedicated to building a diverse, inclusive, and authentic workplace. So, if you're excited about this role but your past experience doesn't align perfectly with every item in the job description, we encourage you to apply anyway. You may be just the right candidate for this role.
