Job Description

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 youll 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.