Senior Zendesk Systems Administrator

Job Description

Omada Health is on a mission to inspire and engage people in lifelong health, one step at a time. The Omada IT department builds and operates resilient, scalable services that empower all of Omada.

Job Overview:

The Senior Zendesk Systems Administrator is a senior individual contributor responsible for administering, operating, and continuously improving Omada’s Zendesk platform, which supports service operations across Care Delivery organizations.

This role applies deep platform expertise to design scalable workflows, implement automation, and maintain system reliability to ensure Zendesk effectively supports Omada’s service delivery operations. The position balances hands-on configuration with operational improvement and strategy deployment, ensuring the platform evolves alongside business needs while maintaining strong governance, documentation, and system stability.

The Senior Zendesk Systems Administrator partners closely with Member Services leadership, IT, Product, Engineering, and other cross-functional stakeholders to translate operational requirements into scalable system configurations. Success in this role requires strong technical judgment, operational ownership, strategic thought partnership, and the ability to independently drive improvements that enhance service workflows and operational efficiency.

Zendesk Platform & Operations:

• Own the administration, reliability, and operational maturity of Omada’s Zendesk platform, including Support, Talk, Guide, AI Copilot, Workforce Management, and Explore.
• Serve as the internal Zendesk subject matter expert (SME), advising stakeholders on new and existing platform capabilities, workflow design, and configuration best practices.
• Design and maintain scalable service workflows including, but not limited to, routing logic, triggers, automations, ticket forms, views, macros, and queue structures.
• Manage the Zendesk configuration lifecycle, including change planning, testing, deployment, and documentation to ensure stable platform operations.
• Maintain strong configuration governance, ensuring workflows, automation logic, and integrations remain documented, traceable, and aligned with IT operational standards.
• Support audit and compliance readiness, maintaining configuration visibility and documentation required for environments such as SOC2 or HIPAA.
• Manage the intake and prioritization of Zendesk enhancement requests, maintaining a clear backlog aligned with operational priorities.
• Lead Zendesk platform initiatives and enhancement projects, coordinating stakeholders, defining requirements, and delivering system improvements that support evolving service operations.
• Meet operational SLAs for Zendesk platform support, ensuring timely response and resolution of system issues and configuration requests.
• Manage Zendesk vendor releases and platform updates, evaluating new capabilities and coordinating controlled rollout.
• Configure and maintain Zendesk Talk capabilities, including IVR routing, call flows, and queue logic supporting Member Services call center operations.
• Maintain and improve Zendesk Guide and Help Center structures to support internal teams and self-service support.
• Support and optimize Zendesk AI capabilities, including Copilot features that improve agent productivity and resolution efficiency.
• Troubleshoot complex platform issues across workflows, integrations, and configurations, identifying root causes and driving resolution.
• Configure and maintain Zendesk Explore dashboards and reporting, providing visibility into service performance, ticket trends, and operational metrics.

Cross-Functional Partnership and Services:

• Partner closely with Member Services leadership and operations teams to translate service workflows and operational requirements into scalable Zendesk configurations.
• Collaborate with IT, Product, Engineering, and Analytics teams to design integrations and workflows connecting Zendesk with internal and external operational systems.
• Serve as the primary Zendesk partner to operational stakeholders, ensuring platform capabilities are aligned with service delivery needs and operational priorities.
• Work with stakeholders to prioritize Zendesk enhancements and operational improvements, maintaining alignment between platform capabilities and evolving service workflows.
• Partner with Security, Compliance, and IT teams to ensure Zendesk configurations support organizational security standards and regulatory requirements.
• Support internal and external audit activities, providing documentation, system insights, and configuration transparency related to Zendesk controls and operational workflows.
• Collaborate with operational leaders to ensure Zendesk reporting and dashboards support service analytics, operational visibility, and performance monitoring.
• Provide training, enablement, and documentation to support consistent Zendesk usage and promote operational best practices across teams.
• Maintain clear and proactive communication with stakeholders regarding platform changes, system updates, and operational improvements.

What Great Looks Like:

• Owns the reliability and operational maturity of the Zendesk platform, ensuring workflows, automations, and integrations consistently support service operations across the organization.
• Executes complex platform work independently, translating operational requirements into scalable configurations and delivering improvements with minimal oversight.
• Demonstrates strong operational discipline, ensuring system changes are properly designed, tested, documented, and communicated to maintain platform stability and trust.
• Seeks context before implementing solutions, developing a deep understanding of Member Services strategy, workflows, and operational needs to design effective system solutions.
• Acts boldly to improve service operations, proactively identifying opportunities to optimize workflows, reduce manual effort, and improve platform efficiency.
• Delivers reliable outcomes, consistently executing platform improvements, resolving system issues, and maintaining high standards of operational quality.
• Builds strong cross-functional partnerships, working effectively with Member Services, IT, Product, Engineering, and Analytics teams to align platform capabilities with operational priorities.
• Cultivates trust with stakeholders, serving as a dependable Zendesk expert who communicates clearly, follows through on commitments, and maintains transparency around system changes.
• Improves platform scalability over time, identifying opportunities to simplify workflows, reduce technical debt, and strengthen the long-term maintainability of the system.
• Supports a culture of operational excellence, sharing knowledge, documenting system behavior, and helping teams use Zendesk effectively to deliver better service outcomes.

Candidate Requirements:

• 7+ years of experience administering SaaS platforms supporting customer service, support operations, or internal service management environments.
• Deep expertise with Zendesk Support, including triggers, automations, routing logic, ticket fields, forms, views, macros, and workflow configuration.
• Experience administering additional Zendesk products such as Talk, Guide, Explore, AI Copilot, or Workforce Management.
• Demonstrated ability to translate operational workflows into scalable system configurations, including ticket routing, service queues, and automation frameworks.
• Experience supporting call center or high-volume service operations environments, including ticketing workflows, queue management, or IVR systems.
• Familiarity with Zendesk integrations, APIs, or automation platforms connecting Zendesk with other SaaS systems and internal tools.
• Strong analytical and troubleshooting skills, including diagnosing workflow conflicts, automation issues, and system configuration challenges.
• Experience designing or supporting operational reporting and dashboards, ideally using Zendesk Explore or similar reporting platforms.
• Strong documentation and operational discipline, including maintaining configuration documentation, runbooks, and change management records.
• Proven ability to work independently while managing multiple system initiatives and operational priorities.
• Excellent communication and stakeholder collaboration skills, with the ability to work effectively with both technical and non-technical partners.
• Experience working in regulated or compliance-driven environments (e.g., healthcare, SOC2, HIPAA) is a plus.

Benefits:

• Competitive salary with generous annual cash bonus
• Equity grants
• Remote first work from home culture
• Flexible Time Off to help you rest, recharge, and connect with loved ones
• Generous parental leave
• Health, dental, and vision insurance (and above market employer contributions)
• 401k retirement savings plan
• Lifestyle Spending Account (LSA)
• Mental Health Support Solutions
• ...and more!

It takes a village to change health care. As we build together toward our mission, we strive to embody the following values in our day-to-day work. We hope these hold meaning for you as well as you consider Omada!

• Cultivate Trust. We listen closely and we operate with kindness. We provide respectful and candid feedback to each other.
• Seek Context. We ask to understand and we build connections. We do our research up front to move faster down the road.
• Act Boldly. We innovate daily to solve problems, improve processes, and find new opportunities for our members and customers.
• Deliver Results. We reward impact above output. We set a high bar, we’re not afraid to fail, and we take pride in our work.
• Succeed Together. We prioritize Omada’s progress above team or individual. We have fun as we get stuff done, and we celebrate together.
• Remember Why We’re Here. We push through the challenges of changing health care because we know the destination is worth it.

About Omada Health: Omada Health is a between-visit healthcare provider that addresses lifestyle and behavior change elements for individuals managing chronic conditions. Omada’s multi-condition platform treats diabetes, hypertension, prediabetes, musculoskeletal, and GLP-1 management. With insights from connected devices and AI-supported tools, Omada care teams deliver care that is rooted in evidence and unique to every member, unlocking results at scale. With more than a decade of experience and data, and 29 peer-reviewed publications showcasing clinical and economic proof points, Omada’s approach is designed to improve health outcomes and contain costs. Our customers include health plans, pharmacy benefit managers, health systems, and employers ranging from small businesses to Fortune 500s. At Omada, we aim to inspire and empower people to make lasting health changes on their own terms. For more information, visit: https://www.omadahealth.com/

Omada is thrilled to share that we’ve been certified as a Great Place to Work! Please click here for more information.

We carefully hire the best talent we can find, which means actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We strive to build an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions. Omada is proud to be an equal opportunity workplace and affirmative action employer. We are committed to equal opportunity regardless of race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.

Below is a summary of salary ranges for this role in the following geographies:

California, New York State and Washington State Base Compensation Ranges: $142,600 - $178,300*, Colorado Base Compensation Ranges: $136,400 - $170,500*. Other states may vary.

This role is also eligible for participation in annual cash bonus and equity grants.

*The actual offer, including the compensation package, is determined based on multiple factors, such as the candidate's skills and experience, and other business considerations.

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