Functional Consultant Zendesk (M/F) – Freelance

Responsibilities

What the role is NOT: no development, no business workshops, no rewriting of the need.

• Take charge of user stories from the PO and BA, analyze them, ask relevant questions, and propose the solution within Zendesk.
• Configure: groups and queues, forms and fields, triggers, automations, macros, views, SLAs, routing rules.
• Test in a test environment before any deployment (one test case per rule, non-regression on existing).
• Get acceptance from the PO, deploy, document the configuration, and maintain the change log.
• Process and close Zendesk tickets for continuous improvement.
• Keep US statuses updated and respect team priorities.
• Participate in the weekly meeting with vendor support, preparing precise questions.

Project details

€400

long-term mission, until the end of 2027 minimum

Paris

Start Date: ASAP

The Client and Context

Our client, a large group, is continuously evolving its Zendesk support tool for its customer relations team. The evolutions are framed by user stories written by an existing PO and BA.

The consultant does not lead business workshops: they receive a defined need and implement it in the tool.

The Team:

• A PO and a BA, who lead business workshops and write the US;
• A Zendesk expert in place for 1.5 years and retained in 2027, who works in tandem with the consultant;
• A proximity manager on the client side, who monitors progress and priorities;
• Premium support from the vendor, with a weekly meeting with the dedicated support team.
• Start: flexible
• Remote: hybrid
• Location: Paris, France, FR
• Rate: 50-50 EUR/h
• Languages: French