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

What You’ll Do

• Be the Zendesk expert at Knotel
• Administer and Manage Zendesk
  • Manage main Zendesk instance and 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 and analytics.
• Liaise with other departments to manage interdepartmental needs and request
• Analyze and Evaluate IT and technology services found in each department and assess consolidation and centralized management.
• Analyze SaaS services in use among various departments by initiating a company-wide survey of existing services and needs.
• Market internally and 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 and access to systems by 3rd parties.
• Manage content in Confluence. Ensure proper documentation for internal and 3rd party use
• Work with Manager, IT Operations to develop meaningful reporting and metrics for the above tools.
• Work with IT Admin to understand the role and provide backup support
  • Areas include:
    • ISP Management
    • Circuit delivery and maintenance
    • Opening and managing trouble ticket
    • AP Management
    • Assist with the resolution of outages and major problems

Who You Are

You are someone who is energetic and willing to seek out knowledge by doing. This is a hands-on role and your success will be driven by your desire to gain experience with IT and 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 and take ownership of the tasks that are given to you. You can take direction well and execute on shared deliverables. Additional technical requirements below:

• 1 Year Zendesk management experience
• Possess good judgment
• Experience with ticketing systems
• Good technical writing abilities and communication skills
• Proven ability to handle multiple tasks at once
• Strong organizational and analytical skills
• Dependability and 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 and 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 and 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, and operates custom spaces for enterprises, so that business leaders can focus on building the future.

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

Our Core Values

Fly your Flag - Don’t check your identity at the door. Bring it inside - we are better for it.

Don’t Look Away - Care for the details no one told you about. Make every space a home and give the gift of belonging.

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

Get Uncomfortable - Innovation starts at the edge of the unknown. Embrace the adventure and 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 and offer the most in yourself.

Diversity & Inclusion at Knotel

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