Zendesk Application Analyst

Who we are: 

Want to make an impact? Join our pack and come work (and play!) with us.

We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We empower our community of trusted pet sitters and dog walkers to run their own pet care businesses on Rover with the tools and security of a global company to back them.

Headquartered in Seattle, Washington, we work closely with our teams in Barcelona, San Antonio, Spokane, and remote locations. We’ve got a reputation for being a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies. 

At Rover, our furry coworkers are just as important as our human ones—and we wouldn’t have it any other way. Along with making the joys of pet parenthood more accessible, we’re committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees.

Meet the team:

Our mighty Corporate Applications team of three Application Analysts (two in Seattle and one in Barcelona) support the CRM applications Rover relies on to handle customer contacts. This means you'll have the opportunity to work with a broad cross-section of Roverines on projects that really make a difference. Our current CRM is Zendesk, used for voice, email, and messaging-based support, and we plan to incorporate additional services/platforms (such as AI assistance for agents) in the next 1-2 years.  All apps we support are SaaS - that is, cloud-based and multi-tenant, with no on-prem servers/services involved.

Who we're looking for:

The Application Analyst role provides technical understanding and support for Rover's CRM tools - specifically Zendesk and associated applications and integrations. This person will assist in resolving technical requests for our owned platforms. They will also collaborate on implementing new features and work with other teams on Zendesk-related projects. The position requires a self-motivated employee with a good foundation in administering Zendesk, and who has a strong passion for improving Rover’s internal and external customer experience and a drive for efficiency and process improvement.

• Action Zendesk-related issues and requests from internal customers, prioritizing these according to business impact and urgency, and resolving or implementing them in a timely manner
• Lead technical design and implementation of Zendesk configuration updates in the context of projects of moderate complexity, in partnership with Support Operations program managers and other key collaborators
• Participate in planning and solutioning discussions with our team and partners around addressing business requirements and solving business problems
• Participate in agile ceremonies and activities with the team, including standup, backlog grooming, creation of epics/user stories/other work items in Jira, story pointing, and potentially sprint planning and retrospectives
• Grow and maintain technical understanding of our Zendesk implementation, and of Zendesk capabilities generally, and provide that domain expertise and best-practice guidance to our internal customers as appropriate
• Create and update team-internal and customer-facing documentation of our configurations, processes, and best-practices
• Once ramping is complete (~3-6 months), start taking 2-week on-call shifts in rotation with 2 other US-based team members

• Bachelor's degree or, in lieu of a degree, comparable relevant work experience
• 2+ years direct experience administering and optimizing Zendesk implementations for high-volume businesses, ideally with international footprints
• Curious, creative, and dedicated technologist with experience as a project participant, and expertise in multitasking, prioritization, and communication skills
• Proficiency in employing technology to tackle practical business problems
• Ability to balance attention to detail with expeditious execution in a fast-paced environment
• Ability to re-prioritize as needed in response to evolving business needs, and to do so without the need for direct supervision
• Outstanding teammate with good attention to detail and a customer- and solution-focused attitude
• Ability to understand business processes and translate business requirements into application functionality, including the ability to effectively and compassionately seek clarity from non-technical collaborators
• Good communication skills across a variety of channels

• Active participant in at least one RFP, RFI, and/or RFQ
• Experience operating in Google Workspace toolset (Gmail/Calendar/Drive)
• Experience with integrating new companies (M&A) into Zendesk
• Experience working within Agile frameworks such as kanban and scrum, ideally using the Atlassian suite (Jira/Confluence)
• Experience with compliance and regulatory requirements, e.g. GDPR, CCPA, SOX, PCI
• Exposure to AI and Chatbots

• We are committed to creating and fostering a culture of inclusivity and diversity both on our teams and through our solutions. We want people to feel comfortable bringing their whole selves to work, and to trust that they will be fully valued for who they are and what they can contribute.
• We embrace progressive IT practices as aAgile shop, and are always looking for a better way to solve, for our customers and ourselves
• We're serious about the quality of the services we provide and believe in measuring our performance and striving to improve
• And dogs in the office. Bring yours, too!

• Competitive compensation
• 401k
• Flexible PTO
• Competitive benefits package, including medical, dental, and vision insurance
• Commuter benefits
• Bring your dog to work (and unlimited puppy time)
• Doggy benefits, including $1000 toward adopting your first dog
• Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly 
• Regular team activities performed in-person and virtually

• In the greater Seattle area the first year salary range is $83,931 - $108,167. Additionally, Rover offers a long-term incentive plan with a company performance-based cash payout and benefits to full-time employees. 
• The cash compensation offered for this role will be dependent on the candidate's experience, qualifications, skills and abilities as demonstrated in the interview and hiring process.

Rover is an equal opportunity employer committed to promoting a diverse, inclusive and inventive environment with the best employees. We’re driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations and ordinances.

We are committed to work with you to look for reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.