Job Description

**Overview** We're seeking an experienced **Zendesk Consultant** to lead the optimization of a client's Zendesk platform, with a heavy focus on reporting structure and analytics. This is a temporary **90-day contract** designed to improve visibility into performance metrics, streamline operations, and enhance how Zendesk is used across the team. In this role, you'll work closely with internal stakeholders and client-side users to assess current Zendesk workflows and implement best practices that improve both usability and reporting. The ideal candidate is confident with the technical and functional aspects of Zendesk and understands how data flows through the platform. You'll be responsible for standardizing reporting logic, creating meaningful dashboards, and ensuring the system is configured to support operational goals, while also finding alternative and creative solutions that work within the limitations of the current environment. **Responsibilities** + Audit the current Zendesk setup, with a focus on backend configuration, data flow, and reporting structure + Build, optimize, and maintain dashboards and reports based on business needs + Extract and structure Zendesk data to support meaningful business insights and custom reporting + Identify gaps or inconsistencies in data and reporting; recommend and implement solutions + Define and align KPIs with business goals, ticket workflows, and team performance metrics + Configure or refine fields, tags, views, macros, triggers, automations, and SLAs to ensure accurate data capture and efficient workflows + Document system changes, reporting standards, and backend logic for future reference + Provide hands-on training and support to stakeholders on interpreting reports and leveraging platform capabilities + Offer best practice recommendations for reporting, configuration, and overall system optimization + Support additional tasks related to ticketing logic, user roles, and operational configuration as needed **Qualifications** + Proven experience as a Zendesk Administrator or Consultant, with a strong understanding of both technical setup and end-user functionality + Deep knowledge of Zendesk configuration, including workflows, triggers, macros, automations, SLAs, and custom fields + Strong understanding of how backend setup and ticket structure impact data flow and reporting accuracy + Experience building reports and dashboards tailored to operational needs and KPIs + Comfortable working with raw data and translating business requirements into structured reporting logic + Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders + Self-starter with strong problem-solving skills and the ability to work independently on short-term, impact-driven projects + Prior consulting or project-based experience is a plus **Diversity Statement** _At BroadPath, diversity is our strength. We embrace individuals from all backgrounds, experiences, and perspectives. We foster an inclusive environment where everyone feels valued and empowered. Join us and be part of a team that celebrates diversity and drives innovation!_ _Equal Employment Opportunity/Disability/Veterans_ _If you need accommodation due to a disability, please email us at HR@Broad-path.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process._ _BroadPath is an Equal Opportunity Employer_ _We do not discriminate against our applicants because of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law._

Job Tags

Temporary work,

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