Zendesk SME Consultant

About Atos Group

Atos Group is a global leader in digital transformation with c. 67,000 employees and annual revenue of c. €10 billion, operating in 61 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is the brand under which Atos SE (Societas Europaea) operates. Atos SE is listed on Euronext Paris.

The purpose of Atos Group is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

Zendesk SME

Role type: Fulltime role

Madality: Remote in Mexico (any state)

Language: English fluent

Key Responsibilities of a Zendesk SME 

Data Security 

• In-depth knowledge of data protection best practices and regulatory requirements. 
• Experience implementing and maintaining security controls within Zendesk and related integrations. 
• Familiarity with encryption techniques, secure data transmission, and secure storage solutions. 
• Ability to respond to and remediate security incidents related to Zendesk data. 

Identity Access Management (IAM) 

• Expertise in configuring and managing user roles, permissions, and groups within Zendesk. 
• Experience integrating Zendesk with Single Sign-On (SSO) and Multi-Factor Authentication (MFA) solutions. 
• In-depth knowledge of how to enforce IAM policies, including least privilege and segregation of duties. 
• Knowledge of identity lifecycle management, including onboarding, modifications, and offboarding of users. 
• Monitoring and auditing user access logs for suspicious activity. 

Compliance 

• Understanding of industry-specific compliance frameworks relevant to customer support data. 
• Experience supporting compliance audits and providing documentation related to Zendesk usage and controls. 
• Ability to map Zendesk configurations and practices to organizational compliance requirements. 
• Familiarity with Zendesk’s compliance features and how to leverage them for audit readiness. 

License Management 

• Expertise in managing Zendesk licenses, subscriptions, and seat allocations. 
• Ability to track license usage, forecast needs, and optimize costs. 
• Experience related to renewals, upgrades, and deprovisioning of licenses as organizational needs change. 
• Understanding vendor management and contract terms related to Zendesk licensing. 

Incident Management 

• Ability to develop, document, and execute incident response plans specific to Zendesk environments. 
• Experience with Zendesk’s ticketing system for tracking and resolving incidents. 
• Capability to coordinate with cross-functional teams during incident investigation and remediation. 
• Skills in root cause analysis and post-incident reporting. 
• Familiarity with escalation processes and communication protocols during incidents. 

#LI_MEX

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment. 

Choose your future. Choose Atos.