Business Systems Analyst, Zendesk

Employer Industry: Financial Management Services

• Opportunity for career advancement and growth within the organization
• Generous paid time off and incentive bonuses for eligible employees
• Comprehensive medical, dental, and vision coverage
• Work in a supportive and collaborative environment that values employee contributions
• Chance to make a positive impact on client satisfaction and service delivery

• Own the configuration of the Zendesk platform, including ticketing, routing, and automations
• Design and maintain workflows to enhance customer experience and agent efficiency
• Build and manage routing logic and SLA definitions for service operations
• Lead user acceptance testing (UAT) for new workflows and features
• Provide insights through reporting and data analysis to improve operational performance

• Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field (or equivalent experience)
• Minimum 5 years of experience in business systems analysis and/or enterprise SaaS platform configuration ownership
• Direct experience with Zendesk, with multiple implementations strongly preferred
• Proven ability to design cross-functional workflows and manage platform standards in a ticketing environment
• Strong analytical skills and excellent communication abilities, including stakeholder management

• Experience supporting multi-state operations and compliance-heavy environments
• Familiarity with payroll, tax, and general ledger impacts and reconciliation concepts
• Background in change governance and release management within SaaS platforms
• Experience in creating durable documentation standards for configuration and system behavior

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