Business Systems Analyst II at TELUS developing analytical tools and cost estimation models. Delivering economic insights to support strategic decision - making across the organization.
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.
Requirements
- 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
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
- Incentive programs
- Commissions
- Equity grants
- Health and wellness benefits
- Retirement contributions
- Paid time off
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Degree requirement
No Education Requirement
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