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As a member of the Knotel IT Service Operations team, the BSA/A is responsible for managing key IT & business systems at Knotel. Primary responsibilities include administering Zendesk & managing processes & workflows to ensure optimum efficiency for member support & efficient operations internally for the IT Team. Additionally, this role will work to create & manage processes to facilitate interaction between various Knotel groups & IT. Other areas of responsibility include the planning, execution, & oversight of IT projects. This is an internally facing role, with occasional member interaction, & requires strong problem-solving & customer service skills, resourcefulness & the ability to communicate effectively. Training will be provided for specific tools, areas, & technologies required for the role, with the initial focus being Zendesk Administrator Certification & advanced Zendesk training. There may also be an opportunity to learn basic coding/scripting skills.

What Youll Do

  • Be the Zendesk expert at Knotel
  • Administer & Manage Zendesk
    • Manage main Zendesk instance & PeopleOps instance
    • Implementation (new features, apps, integrations, etc..)
    • Ongoing maintenance (system configuration, user provisioning)
    • Troubleshooting issues
    • Assist with integrating 3rd parties into Zendesk
    • Oversee integration of Deskeo (Paris) into Zendesk
  • Train Staff on Zendesk usage
  • Mange Zendesk reporting & analytics.
  • Liaise with other departments to manage interdepartmental needs & request
  • Analyze & Evaluate IT & technology services found in each department & assess consolidation & centralized management.
  • Analyze SaaS services in use among various departments by initiating a company-wide survey of existing services & needs.
  • Market internally & oversee implementation of standard, centrally managed IT services.
  • IT Allocation of budget resources - including interdepartmental budget management.
  • Understand Administration of Key IT Systems
    • ThousandEyes
    • PagerDuty
    • IT Glue
    • Confluence
    • Zoom
    • RingCentral
    • Brivo
    • Additional systems as they are added or become managed by IT
  • Manage users & access to systems by 3rd parties.
  • Manage content in Confluence. Ensure proper documentation for internal & 3rd party use
  • Work with Manager, IT Operations to develop meaningful reporting & metrics for the above tools.
  • Work with IT Admin to understand the role & provide backup support
    • Areas include:
      • ISP Management
      • Circuit delivery & maintenance
      • Opening & managing trouble ticket
      • AP Management
      • Assist with the resolution of outages & major problems

Who You Are

You are someone who is energetic & willing to seek out knowledge by doing. This is a hands-on role & your success will be driven by your desire to gain experience with IT & the tools under your realm. You are ready to take on a more hands-on role to increase your knowledge in the field by application. You are someone who can learn quickly & take ownership of the tasks that are given to you. You can take direction well & execute on shared deliverables. Additional technical requirements below:

  • 1 Year Zendesk management experience
  • Possess good judgment
  • Experience with ticketing systems
  • Good technical writing abilities & communication skills
  • Proven ability to handle multiple tasks at once
  • Strong organizational & analytical skills
  • Dependability & reliability
  • Capable of working in a disciplined manner in a very relaxed atmosphere

Role Expectations

  • Ability to work well within a distributed team
  • Ability to seek out answers where needed & dig deep
  • Detective skills - able to find out hidden answers to obvious questions
  • Forensic skills - ability to find answers to questions not yet asked
  • Sense of humor

About Knotel

With over 3 million square feet across 200 locations in New York, San Francisco, London, Los Angeles, Berlin, Brazil & Paris, Knotel is transforming the way we work with its Agile HQ Platform. Making long-term leases a thing of the past, Knotel designs, builds, & operatescustom spaces for enterprises, so that business leaders can focus on building the future.

Founded in 2016, Knotel has raised $160 million in funding, & was named a Business Insider Top 50 Startup & New York's Hottest New Workspace Model. Knotels member network includes companies like Starbucks, HotelTonight, & Omnicom. To learn more, visit knotel.com.

Our Core Values

Fly your Flag - Dont check your identity at the door. Bring it inside - we are better for it.

Dont Look Away- Care for the details no one told you about. Make every space a home & give the gift of belonging.

Outcomes, Not Processes- Time is precious. Save it. Start with the goal & back out the journey

Get Uncomfortable- Innovation starts at the edge of the unknown. Embrace the adventure & sign up for the hairy challenges.

Where is it Engraved- Question orthodoxy.

Share in the Victory Dance- No one summits alone. Leverage the best in others & offer the most in yourself.

Diversity & Inclusion at Knotel

At Knotel, we know that a diverse workforce fosters our individual & collective success. We are committed to building an inclusive, collaborative culture where people of all races, genders, sexual orientations, & religious backgrounds can do their best work. This is all fueled by our employees, who drive the efforts & initiatives outlined here.

 
 
 
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