Zendesk Platform Owner | Remote | Contract

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Role : Zendesk Platform Owner

Location : Remote

Duration : Long-term Contract

Job Description :

  • Maintain platform architecture documentation, governance standards, and decision records.

  • Review proposed changes for impacts to ticket workflows, routing, reporting, permissions, self-service, integrations, and employee experience.

  • Evaluate new Zendesk capabilities, including AI and automation features, for fit with Smithfield HR service delivery.

    Zenplates

    Theme & Portal Experience Governance.

  • Own the relationship and roadmap with Zenplates for custom theme functionality, upgrades, and support needs.

  • Apply custom code, often in partnership with Zenplates

  • Coordinate testing and approval of theme updates, dynamic content changes, form visibility logic, and portal design changes.

  • Ensure the AskHR portal remains usable, brand-aligned, accessible, and mobile-friendly.

  • Maintain documentation for theme dependencies, custom code, vendor contacts, and change history.

  • Evaluate user experience issues and recommend improvements to landing pages, menus, search, and navigation.

    Workday Integration

    Oversight

  • Maintain working knowledge of the Workday-to-Zendesk integration, user sync/profile creation process, role/audience assignment impacts, and authentication dependencies.

  • Coordinate across HRIS, IT, Zendesk, and delegated support owners when integration issues affect agents, employees, reporting, or self-service access.

  • Assess downstream Zendesk impacts when Workday data structures, supervisory organizations, locations, job profiles, employee types, or security roles change.

  • Ensure integration documentation remains current and that recurring issues are converted into process or configuration improvements.

  • Lead integration updates and efforts to reduce generated errors.

  • Support governance around profile data quality, user attributes, segments, and employee portal access.

  • Identify opportunities to automate repetitive work, improve routing, reduce manual triage, and increase employee self-service.

  • Evaluate Zendesk AI capabilities and determine where they can safely support HRSSC work.

  • Monitor automation effectiveness and prevent conflicting or outdated triggers, automations, macros, or workflows.

  • Maintain an improvement backlog tied to measurable outcomes such as fewer reopens, faster resolution, better deflection, or reduced call volume.

  • Partner with HRSSC leaders and COEs to redesign processes before automating them.

  • Vendor & Support Management

  • Smithfield can lead vendor management, but it would be beneficial for this person to participate

  • Coordinate with Zendesk Premier Support, Zendesk Assist, Zenplates, and internal IT/HRIS partners as needed.

  • Track open vendor issues, enhancement requests, escalations, and support commitments.

  • Prepare clear problem statements, business impact summaries, examples, screenshots, and testing results for support tickets.

  • Ensure vendor guidance is translated into Smithfield-specific documentation, training, or configuration updates.

  • Maintain awareness of renewals, support entitlements, release notes, and relevant product changes.

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