About the role

Senior Zendesk Business Systems Analyst managing Zendesk configuration and integrations to enhance customer support productivity. Collaborating with internal teams to deliver scalable solutions.

Responsibilities

Own the design, configuration, and maintenance of our Zendesk instance and associated integrations
Have empathy for our users’ needs and help improve existing processes and innovate new processes utilizing Zendesk to improve client / customer experience
Collaborate with other Zendesk Business Analysts/ teams / functional groups to ensure cross functional alignment
Use a combination of standard functionality and custom development to solve business problems and simplify the design of our support system (Zendesk)
Be responsive to the needs of our internal users, and efficiently convert requirements into technical solutions that meet the needs of our business teams.

5 + years of experience with system design and configuration of Zendesk
Knowledge of configuring triggers, automation, macros, queries, explore reports and dashboards within Zendesk
Proactive collaborator and documenter, partner with other teams and stakeholders to deliver the right solutions (based on data) at the right time (well prioritized) with high quality.
Passionate about getting the best out of our third party systems, integrating them into our ecosystem, and extending them with custom-built solutions which address unmet business needs. Familiar with industry standards, and curious about new applications and technologies.
Excellent written and verbal communication skills.
Propose AI and Automated solutions within Zendesk that can help the business
Familiarity with JIRA/Confluence/Google Suite to document requirements, processes and solutions