Information Systems Analyst
Created:
Jul 19, 2023, 9:55 PM
Location
Tel Aviv, Israel
Organization
Description
About The Position
Guesty is the industry-leader Vacation-Rental Property Management Software, designed to help property management companies in the short-term rental industry run their business easily by providing an end-to-end solution to all their daily needs. With Guesty, users can manage their listings across multiple websites (such as Airbnb, Booking.com, Expedia, and more), sync all their calendars, manage staff, and more.
The Information Systems Analyst role at Guesty is a unique opportunity to join a professional, highly motivated, customer centric Information Systems team that is striving for excellence. The Information Systems team goal is to enable Guesty to continue its growth and maintain its leadership position in the hospitality industry, and in this role you will be a key contributor to achieving this goal.
Responsibilities
- Technical ownership on Customer Experience Information Systems, main system being Zendesk
- Solve business problems by analyzing requirements, understanding application configuration, mastering customization and integration capabilities, and implementing solutions for the business requirements
- Drive the adoption of Zendesk in the Customer Experience department
- Manage Zendesk implementation and enhancement projects
- Responsible for the daily operations and ongoing support of Zendesk
- Build Zendesk dashboards and reports to support business decisions
- Own Zendesk 3rd party solutions and Zendesk Integrations
- Manage additional Customer Experience related systems, such as AI and Self Service tools, Workforce Management tools, QA tools, and their integration to Zendesk
Requirements
- 3+ years of hands-on experience with administrating Customer Experience related systems (Zendesk is preferred but not a must)
- Strong understanding of Customer Experience Information Systems capabilities, best practices, automations, configuration, administration, integrations and reporting
- Familiar with modern Customer Experience related tools (Chatbots, AI, LLM, etc.)
- Understanding of Customer Experience operations and KPI’s
- Business process oriented mindset with proven project management capabilities
- Self-driven and able to take direction and drive results, works well under pressure
- Excellent communication and presentation skills with fluent English
- Previous experience in a global company
- Bachelor’s degree in Information Systems, Industrial engineering, or an equivalent degree
Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of any characteristic protected by law.