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Manavi Gowda

@manavigowda

Zendesk administrator and business systems analyst who managed 22+ enterprise instances and integrated Zendesk with Jira and ServiceNow.

India

Message

At Confluent, I administered two global Zendesk instances supporting 1,500 agents and engineers, and managed daily ticket escalations. I updated Zendesk architecture and integrated the platform with Jira to streamline engineering escalations.

Previously, I administered Zendesk environments at Narvar, Vimeo, and Ola Ani Technologies, including configurations, workflows, reporting, and integrations with ServiceNow and Jira. At Your Cabs, I led a 20-agent support team; I’m also PMP and ITIL certified.

Experience

Work history, roles, and key accomplishments

Business Systems Analyst

Confluent

Jan 2026 - Jun 2026 (5 months)

Administered 2 global Zendesk instances supporting 1,500 agents and engineers while managing 100+ daily ticket escalations. Spearheaded end-to-end Zendesk architecture updates and managed integrations with Jira.

Zendesk Jira Business Rules Automation Triggers SLA Stakeholder Management

Application Administrator

Narvar

Jul 2025 - Jan 2026 (6 months)

Managed 2 Zendesk instances for 100 active agents, resolving 100+ daily tickets. Led configuration of Zendesk settings, OCR workflows, and customized Explore dashboards.

Zendesk OCR

Explore

Custom Objects Data Governance

Security Profiles

Application Administrator (Project Lead)

Vimeo

Nov 2021 - Jun 2025 (3 years 7 months)

Served as Project Lead administering 3 Zendesk instances for 1,000 support agents, handling 150+ daily tickets. Architected custom configurations across Zendesk, ServiceNow, and Jira.

Zendesk ServiceNow Jira Governance Permissions Data Mapping Troubleshooting

Product Support Engineer

Ola Ani Technologies

Feb 2017 - Nov 2021 (4 years 9 months)

Administered 12 enterprise Zendesk instances for 3,000 support agents across multi-channel environments, managing 200+ tickets daily. Configured Zendesk settings, custom objects, and automated email triggers.

Zendesk

Guide

Talk

Chat Custom Objects Validation Rules Jira ServiceNow

Reporting

Manager of Operations

Your Cabs

Mar 2012 - Sep 2014 (2 years 6 months)

Led and managed an operational team of 20 support agents, overseeing onboarding, technical training, and performance metrics. Gathered business requirements and delivered analytical reports using advanced MS Excel.

Team Leadership Training Excel Requirements Gathering

Reporting

Technical Lead

Microland Pvt. Ltd.

Jul 2007 - Mar 2009 (1 year 8 months)

Provided high-tier technical support for US and UK enterprise accounts managing complex networking products. Promoted to Senior Technical Support within one year to lead critical escalation management.

Technical Support Networking Escalation Management