Business Systems Analyst

Job Description

Zendesk is a service-first CRM company that builds powerful, customizable software designed to improve customer relations. At Zendesk, we encourage growth, innovation and believe in giving back to the communities we call home!

We are looking for a multifaceted Business Systems Analyst (BSA) that thrives in a multi-project, fast-paced, and lively environment. As a BSA, you will be responsible for optimizing and automating the internal implementation of Zendesk, by partnering with other business system analysts, functional leaders, and Zendesk agents!

In this role, you will strive to scale our systems, while focusing on globally consistent and automated solutions to increase efficiency and improve employee experience.

What you'll be doing:

• Work closely with our business partners and lead requirements gathering, solution design, user acceptance testing and implementation of major projects on our internal implementation of Zendesk to enhance the employee experience.
• Cultivate strong partnerships with business partners to facilitate the dissemination of organizational content and knowledge to employees.
• Manage technical activities related to application operations, migrations, and upgrades, ensuring timely and accurate execution.
• Troubleshoot system issues and provide effective solutions within established timeframes.
• Maintain up-to-date system documentation for configuration and solve known issues.
• Keep a centralized record of Zendesk improvements and releases, and maintain subject matter expertise in the product.
• Partner with the Product Team to lead pilots of new Zendesk features and capabilities.
• Provide guidance on how to maximize our implementations and stay updated on the latest features.
• Act as an escalation point for departmental and business process issues
• Handle a project portfolio with a focus on launching new features, and developing new solutions for our organization.
• Implement and integrate third-party applications within Zendesk platform.

What you bring to the role:

Basic Qualifications

• 3+ years of Business Systems Analysis experience (Project Management and Change Management experience a plus)
• Experience with advanced/customized implementations and support of Zendesk (Guide, Support, Chat/Messaging, and Explore).
• Excellent verbal and written communication skills, experience working with both technical and non-technical partners.
• Demonstrable ability to work autonomously, manage and lead small to medium projects or parts of larger programs requiring program management involvement

Preferred Qualifications

• 2+ years of experience working on the Zendesk platform as an Administrator or Agent
• Experience with AWS, Datadog, Tableau, Google Analytics, Java, MySQL, & Linux is a plus.
• Passionate about process optimization and system implementations
• Zendesk Administration Certification preferred.

The US annualized base salary range for this position is $81,000.00-$121,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.