Overview
The Information Technology Consultant will serve as a Zendesk & Workforce Management (Tymeshift) Specialist on a 3-month contract aimed at enhancing the Zendesk architecture and reconciling the workforce management setup. This contractor will work closely with the internal team to audit and optimize existing processes, ensuring robust integration between Zendesk and Tymeshift. The position demands an immediate start and operates within a hybrid model, requiring three days on-site and two days remote.
Responsibilities
- Audit and optimize backend ticketing workflows, triggers, automations, and macros.
- Clean up license usage and user permissions across the Zendesk platform.
- Configure and troubleshoot APIs, JSON payloads, and webhooks for system integrations.
- Lead the configuration and alignment of data between Zendesk and Tymeshift.
- Reconcile agent activity tracking and operational metrics to reflect real-time conditions.
- Streamline queue management and enhance staffing visibility for leadership.
- Build and optimize custom reporting schemas and dashboards in Zendesk Explore.
- Document configurations and setup for internal team usage post-engagement.
Requirements
- Proven experience as a Zendesk administrator with hands-on knowledge of enterprise-level configurations.
- Direct experience with Tymeshift and workforce management data reconciliation.
- Advanced skills in Zendesk Explore, including custom metrics and data modeling.
- Previous experience delivering technical implementation projects in fast-paced environments.
- Ability to work independently and adapt quickly from day one.
- Availability for immediate start and capability to work on-site three days a week.
- Comfortable commuting to Hereford or arranging local accommodation mid-week.