About Radian Generation
Radian Generation is a global provider of critical technology-forward services designed specifically to support the comprehensive lifecycle of renewable facilities—including solar, wind, and energy storage.
Who We Serve
Radian Generation’s wide range of commercial, technical, and compliance services provide developers, owners, and operators with critical insights into each aspect of their assets to make better-informed decisions.
Radian Generation is committed to supporting greater diversity in the renewable energy industry. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Overview
We are seeking a highly skilled Zendesk Administrator to manage, optimize, and innovate our customer support platform. The ideal candidate will bring a strong technical background, hands-on Zendesk expertise, and demonstrated experience in ITIL practices, coding/scripting, and project management. This role will partner closely with IT, Operations, and Support teams to ensure Zendesk is configured for efficiency, scalability, and exceptional customer experience.
Key Responsibilities
Zendesk Administration & Optimization
- Own end-to-end configuration of Zendesk Support, Guide, Chat, and associated integrations.
- Design and maintain workflows, triggers, automations, macros, SLAs, and custom ticket fields.
- Regularly audit and refine configurations to improve efficiency and agent experience.
- Build and update Help Center content, user roles, permissions, and custom views.
Technical & Coding Responsibilities
- Create and maintain custom scripts, API integrations, and webhooks to automate processes and connect Zendesk with other platforms (e.g., CRM, monitoring tools, data lakes).
- Develop and maintain custom apps/widgets using JavaScript, HTML/CSS, and Zendesk Apps Framework (ZAF).
- Troubleshoot technical issues and perform root-cause analysis for platform-related problems.
ITIL & Service Management
- Apply ITIL best practices to ensure incident, problem, and change processes are standardized within Zendesk.
- Maintain adherence to SLAs, ensuring performance reporting, queue structure, and escalation paths align with established ITIL frameworks.
- Support continual improvement initiatives by identifying trends and proposing enhancements.
Project Management & Cross-Functional Collaboration
- Lead and participate in projects focused on platform enhancements, new feature deployments, and system integrations.
- Gather requirements from stakeholders, translate them into technical designs, and manage implementation through completion.
- Coordinate testing, training, documentation, and rollout of new workflows or system changes.
- Serve as the subject-matter expert for Zendesk-related processes and best practices.
Qualifications
Required:
- 3+ years hands-on experience as a Zendesk Administrator or similar role.
- Strong understanding of ITIL principles (ITIL Foundation certification preferred).
- Proficiency with JavaScript, JSON, HTML/CSS, and API-based integrations.
- Experience managing SaaS platforms, system workflows, and automation.
- Demonstrated project management skills (Agile or traditional methodologies).
- Excellent analytical, troubleshooting, and communication skills.
Preferred:
- Experience with SQL or data visualization tools (e.g., Looker, Power BI) for reporting.
- Familiarity with additional Zendesk products (Explore, Sunshine, Marketplace apps).
- Background in customer support operations or service management environments.
