Senior Application Analyst - Zendesk

Who we are: At Rover, pets and their people are at the heart of everything we do. We connect pet parents with trusted pet care across the U.S., Canada, Europe, and Australia. 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. At Rover we're committed to creating an accessible, inclusive, and welcoming community, which starts with our employees. Want to make an impact? Join our pack and come work (and play!) with us. Meet the team: Our mighty team of four Application Analysts support the CRM and ERP applications that Rover relies on to handle customer contact. This means you'll have the opportunity to work with a broad cross-section of Rover team members, on initiatives that really make a difference for customers and employees. 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 implementation Lead 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. These will include large feature rollouts, migrations, integrations, and optimization efforts. 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 manner Maintain expert-level technical understanding of supported applications, with a focus on identifying and surfacing features with potential to elevate Rover's processes and outcomes Provide technical leadership and mentorship to junior team members, h