As part of SIDE’s Global Player Support organisation, you will manage the Zendesk environment supporting a multilingual, global player support operation.
This is a hands-on role covering platform administration, workflow design, Help Center development, reporting, integrations, and continuous improvement. You will work with Operations, Quality, Training, Reporting, Technology, and client stakeholders to turn business requirements into practical and scalable Zendesk solutions.
You will be responsible for keeping the platform stable, secure, and well governed while improving agent productivity, player experience, self-service, and operational visibility.
Requirements
What You’ll Be Doing
Zendesk Administration and Workflow Management
- Administer and maintain ticket forms, custom fields, views, macros, triggers, automations, routing rules, business rules, SLAs, groups, organizations, and user roles.
- Manage user onboarding, offboarding, permissions, and access controls in line with security requirements.
- Design and improve workflows that support efficient ticket handling and reduce unnecessary manual effort.
- Ensure platform configurations remain scalable, documented, and aligned with approved operational requirements.
Help Center and Self-Service
- Design, customize, and maintain Zendesk Guide and player-facing Help Center experiences.
- Develop responsive Help Center themes using HTML, Handlebars, CSS/SCSS, JavaScript, and JSON.
- Improve navigation, ticket-entry points, and self-service journeys while maintaining client branding and accessibility standards.
- Test and validate Help Center and front-end changes before deployment.
Reporting and Integrations
- Partner with the Reporting team to build and maintain Zendesk Explore dashboards covering SLAs, productivity, customer satisfaction, backlog, quality, and other operational KPIs.
- Maintain fields and data-capture processes that support accurate and consistent reporting.
- Manage integrations between Zendesk, Jira, and other approved systems, including ticket escalation, field mapping, status synchronization, and communication workflows.
- Investigate and resolve reporting, integration, data-sync, and workflow issues affecting support operations.
Change Management and Continuous Improvement
- Assess the risks, dependencies, and downstream impact of proposed platform changes.
- Coordinate testing, documentation, communication, and controlled deployment of approved enhancements.
- Review the wider Zendesk ecosystem—including workflows, reporting, automation, integrations, knowledge management, and self-service—to identify inefficiencies and service gaps.
- Develop and present a prioritized improvement roadmap outlining recommendations, expected outcomes, implementation approaches, and success measures.
What You’ll Bring
- Two to five years of experience administering Zendesk Support in a production environment.
- Practical experience configuring forms, fields, triggers, automations, macros, views, routing logic, business rules, and SLAs.
- Experience maintaining Zendesk Guide themes using HTML, CSS/SCSS, JavaScript, Handlebars, and JSON.
- Experience building or supporting operational dashboards and reports using Zendesk Explore.
- Experience maintaining Zendesk–Jira integrations and troubleshooting platform, workflow, or data-synchronization issues.
- Experience supporting Customer Support, Player Support, Customer Experience, or a similar service operation.
- Strong analytical, problem-solving, documentation, and stakeholder-management skills.
Nice to Have
- Zendesk Administrator Certification or another relevant Zendesk certification.
- Familiarity with Zendesk, Jira, or REST APIs, as well as Git or another version-control system.
- Experience supporting gaming, SaaS, or high-volume support operations, including platform implementations, migrations, or transformation programs.
A portfolio demonstrating previous Zendesk work is preferred. Redacted screenshots, diagrams, dashboards, workflow designs, or anonymized examples are acceptable.
Shortlisted candidates may also be asked to complete and discuss a practical Zendesk case study based on a real-world player support scenario.
Keys for Success
Success in this role will be measured by your ability to:
- Maintain a stable, secure, and well-governed Zendesk environment.
- Deliver measurable improvements to operational efficiency, self-service, and player experience.
- Maintain reliable reporting and effective collaboration between Zendesk, Jira, and operational teams.
- Implement changes and improvement initiatives with clear documentation and minimal disruption to live operations
