Business System Analyst, Zendesk

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The Business Systems Analyst (BSA) - Zendesk is the functional owner of Zendesk platform behavior across customer-facing and internal service workflows. This role is accountable for translating service strategy and operational requirements into scalable configuration—routing, SLAs, automations, and reporting—while enforcing standards that prevent workflow sprawl and protect data integrity. The Zendesk BSA leads functional design, UAT acceptance, and change governance to improve customer experience, agent productivity, and operational insight.

• Own Zendesk configuration across ticketing, routing, automations, triggers, SLAs, and channels
• Design workflows that balance customer experience, agent efficiency, and compliance
• Serve as final authority on how service requirements are implemented in the platform

• Build and maintain routing logic that ensures the right work goes to the right team
• Own SLA definitions, breach handling, and escalation logic
• Ensure system behavior aligns with contractual and regulatory expectations

• Implement automations that reduce manual handling and agent friction
• Continuously identify opportunities to eliminate non‑value‑add work
• Partner with Ops to standardize repeatable service patterns

• Own Zendesk data model assumptions and reporting logic
• Ensure metrics accurately reflect operational reality
• Enable leadership visibility into demand, performance, and bottlenecks

• Lead UAT for new workflows, channels, and features
• Own release notes, configuration documentation, and impact analysis
• Prevent configuration sprawl and workflow drift over time

• Support responsible rollout of Zendesk AI features
• Ensure AI augments—not obscures—service quality and accountability

• Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field (or equivalent experience)
• Direct experience with Zendesk (multiple implementations strongly preferred)
• 5+ years of experience in business systems analysis and/or enterprise SaaS platform configuration ownership (customer support/service platforms strongly preferred)
• Demonstrated experience owning cross-functional workflow design and platform configuration standards in a case management/ticketing environment
• Experience with routing, SLA models, workflow automation, and service reporting/analytics concepts
• Experience leading functional testing/UAT (scenario/test script development, execution coordination, defect triage, go/no-go readiness)
• Strong analytical and problem-solving skills; ability to diagnose issues at the workflow/configuration/data level
• Excellent communication and stakeholder management skills, including ability to mediate cross-functional tradeoffs and enforce standards
• Ability to work independently and as part of a cross-functional team

• Experience supporting multi-state operations and/or compliance-heavy environments
• Familiarity with payroll/tax/GL impacts and reconciliation concepts (functional understanding)
• Experience with change governance and release management in SaaS enterprise platforms
• Experience creating durable documentation standards for configuration and system behavior

• Excellent communication and relationship skills with all stakeholders, including clients, state entities, and…