BarcelonaInformation Technology /Full-time /HybridWho we are: Headquartered in Seattle and Barcelona, we’re a values driven, fast-growing tech company focused on building safe and personalized experiences tailored to the needs of each unique pet. We’re investing in AI as a business accelerator and provide every team member access to AI tools in service of creating better experiences for our community.We are proud to be recognized as 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. Our mighty team of four Application Analysts support the CRM and ERP applications that Rover relies on to handle customer contact.

Our current tech stack is Zendesk for core CRM and Netsuite for ERP functions. All of our supported apps are multi-tenant, cloud-based, i.e. no on-prem servers.Who we're looking for:This role will provide technical understanding and support for Rover's CRM tools - specifically Zendesk. They will participate, directly and at a high skill level, in resolving technical issues within our owned platforms, coordinating the implementation of new features and functionality, and collaborating with partner teams on projects and initiatives.

The position calls for a highly qualified, self-motivated employee who has a zeal for improving Rover’s internal and external customer experience, a wide and deep understanding of all aspects of the Zendesk platform, and a drive for efficiency and process improvement.Evaluate Rover’s use of Zendesk and adjacent applications, and take a leadership role in defining and championing work to improve efficiency and optimize our implementationLead or participate heavily in projects impacting our supported applications, helping to drive planning and solution design, as well as performing and/or facilitating configuration and other implementation work.

Action

Rover-internal issues and requests escalated by team’s front-line support analyst, prioritizing according to business impact, balancing against project work, and resolving or implementing them in a timely mannerMaintain expert-level technical understanding of supported applications,



with a focus on identifying and surfacing features with potential to elevate Rover’s processes and outcomesProvide technical leadership and mentorship to junior team members, helping them grow in understanding, in their role and along their career pathSupply thought leadership to operations and internal product roadmaps and other planning exercises, as well as flagging opportunities to increase our platforms’ usability, scalability, and efficiencyProvide domain expertise to partner teams and leadership, clarifying platform capabilities and preferred solutionsYour qualifications:Bachelor's degree or, in lieu of a degree, comparable relevant work experience4+ years direct experience administering and optimizing Zendesk implementations for established businesses, ideally with international footprints, including direct technical leadership of substantial efforts to build or iterate on complex functionality within that platformDeep, detailed understanding of Zendesk and its configuration components (Triggers, Macros, Tags, Skills, OmnichannelRouting including custom queues, etc.), as well as how it/they are used to support Operations teams for large-volume businessesStrong familiarity with the Zendesk APIs and how these are used by software teams and other stakeholders to extract data, as well as executing actions against the Zendesk platformAbility to understand business processes and translate business requirements into application functionality, including the ability to effectively and compassionately seek clarity from non-technical collaboratorsAbility to operate independently and effectively without direct oversight (your manager and the rest of the team will be in Seattle), and prioritize your own work in response to evolving business needsCurious, creative, and driven technologist with well-honed project management/participant, multitasking,



and communication skillsAbility to apply technology to address practical business problemsAbility to balance attention to detail with expeditious execution in a fast-paced environmentDedicated teammate who owns details and looks around corners, and who exemplifies a customer- and solutions-focused approach to challengesGood communication capabilities across a variety of channelsNice to haves:Zendesk Certified Administrator or Expert cerficiationExperience working with scripting languages such as Python or JavaScript, and/or software development experience generallyExperience using AI tools (Claude, ChatGPT, Rovo, etc.) to accelerate analysis and solution development, particularly in the context of ZendeskExperience with at least one (and ideally more) M&A-driven; migrations/integrations into ZendeskExperience with Zendesk’s AI feature-setGeneral IT administration/support experience (managing email services/accounts, working with identity management systems like Okta, etc.)Active participant in at least one RFP, RFI, and/or RFQExperience operating in Google Workspace toolset (Gmail/Calendar/Drive)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. We embrace progressive IT practices, prioritizing cloud and SaaS solutions over on-prem, agile over waterfall (or waterfall in disguise), and are always looking for a better way to solve, for our customers and ourselvesWe're serious about the quality of the services we provide and believe in measuring our performance and striving to improveAnd dogs in the office. 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.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._

📌 Senior Application Analyst - Zendesk (Cataluña)
🏢 Rover.Com
📍 Cataluña