Zendesk Engineer

As part of Central Functions, you will be part of the teams that support and enable our network of over 2,500 practices across 20 countries, driving operational excellence, innovation, and strategic impact across the business.

Our Technology teams are responsible for the systems and infrastructure that make that work - everything our healthcare professionals need to deliver world-class care. From keeping on top of patient records, health plans, client communications, diary management and dispensing, our teams have a lot to think about and need smarter ways to provide the convenience and expertise that modern Pet owners have come to expect.

Zendesk is how colleagues and clients across IVC Evidensia ask for help, and we’re extending it into more areas of the business. You’ll join a small team of engineers who configure and build on the platform, with a particular focus on the Guide help centre, where tickets are raised. Your work shapes what each person sees, based on who they are, where they work and the help they need. The role can be fully remote working within the UK is possible for the right person, with light expectations to come into the Keynsham office.

* Own the HTML, CSS and JavaScript behind our Guide help centre, so each user sees the right content and request forms for their role and location
* Configure workflows, triggers, automations, business rules and user roles in the Zendesk Admin Centre
* Write custom scripts and integrations with the Zendesk REST API and webhooks to connect Zendesk with our other systems
* Test changes thoroughly and release them safely, following good development practice
* Keep the platform healthy by monitoring performance, fixing issues, applying updates and escalating to Zendesk support when needed
* Create data queries and dashboards that show the business how support is working
* Document configurations and customisations, and pick up requests that come into the team as tickets
* Occasional out of hours work to deploy releases

You Might Be a Great Fit If...

We’re looking for a driven, capable professional who brings:

* Three or more years as a frontend developer in a team, writing code that is maintainable, secure and reliable
* Strong JavaScript, HTML, CSS and JSON skills, plus hands on experience with APIs, webhooks and GitHub
* Experience configuring and customising a third party platform, such as Zendesk, another ticketing tool or a Platform as a Service (PAAS) tool.
* A good understanding of how customer support teams work
* Clear written and verbal communication, and the confidence to question how things are done
* Experience working in an agile, product focused team
* Desirable: Zendesk administration, Guide theming with Curlybars templates, or building custom Zendesk apps
* A commitment to supporting our purpose and values

What’s in it for you?
At IVC Evidensia, we’re committed to supporting your development and wellbeing.

When you join us, you’ll benefit from:
A role with real business impact supporting teams across the organisation
Clear career pathways with progression opportunities within Central Functions and beyond
Ongoing learning and development supported by tailored programmes and resources
A collaborative, values-led culture focused on care, innovation, and continuous improvement
Flexible working with a remote first working policy

Benefits
Healthcare Cash Plan
Cycle to Work scheme
Green Cars salary sacrifice scheme
Voluntary benefits: choose from a range of benefits to suit you
Discounted staff pet care
Access to discounts/cashback with hundreds of participating retailers

Diversity, Equality, Inclusion and Belonging
At IVC Evidensia we are committed to Diversity, Equality, Inclusion and Belonging, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.