The role
This role designs and delivers Zendesk solutions for US customers. The consultant runs discovery with customer stakeholders, sets the architecture, configures the platform, and stays with the account through go-live and into Operate. Delivery runs on ACT®, the L5 methodology, in Drives that each end with a defined production change. The role works daily with the Hyderabad delivery team and carries technical ownership of the accounts it leads.
Solution design
- Own the target architecture for each engagement: brand and channel structure, ticket and object model, routing, SLAs, and reporting.
- Design integrations across identity, HRIS, ERP, and endpoint systems. Define the data flow and the failure handling before build starts.
- Design AI agent and knowledge strategy, including intent coverage, deflection targets, and the escalation path to a human agent.
- Document the design so the delivery team can build against it and the customer can maintain it.
Delivery
- Configure Zendesk: workflows, triggers and automations, macros, forms and fields, Explore dashboards, and apps.
- Direct the work of consultants in Hyderabad. Review their configuration and approve production changes.
- Run migrations from other ITSM platforms, covering data mapping, staging, validation, and cutover.
- Close each Drive with a working change in the customer environment and an updated scorecard.
Customer engagement
- Lead discovery and design sessions with IT, HR, and Finance stakeholders, up to and including the executive sponsor.
- Present the roadmap and status. Hold the line on scope and raise change requests when the ask moves.
- Train customer administrators and hand over a system they can run.
- Support Zendesk account teams on joint calls, scoping, and estimates for new opportunities.
Required
- 6 to 10 years implementing service management or ITSM platforms for external customers.
- Deep hands-on Zendesk configuration experience, or equivalent depth on a comparable platform such as ServiceNow, Jira Service Management, or Freshservice, with a track record of moving to a new platform quickly.
- Experience designing solutions end to end, with ownership of the design and not only the build.
- Working command of ITIL practice: incident, problem, change, service request, and knowledge.
- Integration and API experience: REST, webhooks, SSO and SAML, and identity or HRIS data flows.
- Experience running customer-facing sessions with senior stakeholders.
- Authorized to work in the United States without sponsorship.
Preferred
- Zendesk certification, including Support Administrator Expert or an AI and advanced configuration credential.
- ITIL Foundation certification.
- Experience with Employee Services or HR Service Delivery use cases beyond customer support.
- Migration experience moving customers off a legacy ITSM platform.
- Background in a partner, consulting, or professional services organization serving mid-market accounts.
- Familiarity with ClickUp, Workday, or NinjaOne.
About L5
L5 deploys and operates AI on purpose-built service management platforms, Zendesk, ClickUp, and Workday, for mid-market organizations. Founded in 2023 and headquartered in Minneapolis, L5 has served 600+ customers in two years.
Read how we work in the ACT methodology, or meet the team on the About page.