Senior Zendesk Systems Administrator

TL;DR

Senior Zendesk Systems Administrator (Zendesk): Administering, operating, and improving Omada’s Zendesk platform supporting service operations across Care Delivery with an accent on scalable workflows, automation, and system reliability. Focus on designing complex configurations, troubleshooting issues, and optimizing AI capabilities like Copilot for agent productivity.

Location: Remote, USA

Salary: $136,400–$178,300 (varies by state, plus bonus and equity)

Company

hirify.global is a between-visit healthcare provider treating chronic conditions like diabetes, hypertension, and musculoskeletal issues using connected devices and AI-supported tools for health plans, employers, and health systems.

What you will do

• Own administration, reliability, and maturity of Zendesk platform including Support, Talk, Guide, AI Copilot, Workforce Management, and Explore.
• Design scalable workflows with routing logic, triggers, automations, ticket forms, views, macros, and queues.
• Manage configuration lifecycle, governance, audits, compliance (SOC2, HIPAA), and vendor updates.
• Lead enhancement projects, prioritize backlogs, and meet SLAs for platform support.
• Partner with Member Services, IT, Product, Engineering, and Analytics to align configurations with operational needs and build integrations.
• Provide training, documentation, reporting dashboards, and troubleshooting for optimal service performance.

Requirements

• 7+ years administering SaaS platforms for customer service or support operations
• Deep Zendesk Support expertise: triggers, automations, routing, ticket fields, forms, views, macros, workflows
• Experience with Zendesk Talk, Guide, Explore, AI Copilot, or Workforce Management
• Translating operational workflows into scalable configurations for high-volume service or call centers
• Zendesk integrations, APIs, troubleshooting, reporting, and documentation skills
• Strong analytical skills, independent work, communication, and stakeholder collaboration
• Experience in regulated environments (healthcare, SOC2, HIPAA) preferred

Culture & Benefits

• Remote-first work from home culture with flexible time off and generous parental leave
• Competitive salary, annual cash bonus, equity grants
• Health, dental, vision insurance with above-market contributions, 401k, Lifestyle Spending Account
• Mental health support and more
• Values: Cultivate Trust, Seek Context, Act Boldly, Deliver Results, Succeed Together, Remember Why We’re Here