Sr Business Systems Analyst - Zendesk

• The Support Systems Engineering and Operations (SSEO) team is on a mission to make life easier for our customers (internal and external).
• We design and implement repeatable, transformational processes, top-notch self-serve tools, and scalable solutions that empower our users to achieve their unique goals.
• Through collaboration, innovation, and just the right amount of grit, were building best-in-class customer experiences that scale.
• We are looking for a seasoned Business Systems Analyst on our SSEO team, focusing on the Customer Support Portal (Zendesk) and the interrelated systems and processes. If youre someone who thrives at the intersection of hands-on work, strategic roadmapping, and stakeholder collaboration, this role might just have on it.

• Be a major team contributor on our team of Zendesk wizards
• Partner with multiple business partners throughout the company to gather, refine, and translate needs into clear, actionable goals and requirements; from small enhancements to cross functional projects.
• Understand the Support teams tickets lifecycles and related workflows.
• Be the point person who triages our system teams backlog with a keen eye on both keep the lights on activities and enhancements with strategic alignment and impact, building and maintaining an actionable roadmap.
• Configure, automate, and optimize Zendesk to meet business needs and deliver magical experiences both as a hands-on admin and as a teammember who can rally with our other Zendesk experts to deliver results.
• Communicate progress, wins, and challenges clearly to stakeholders at every level.
• Design thoughtful, end-to-end solutions with customer experience (internal and external) front and center.
• Participate in existing feedback loops to align execution with real-world needs.
• Navigate competing priorities and stakeholder expectations.

• 5-7 years as a BSA, with 3+ years of hands-on experience as an admin in a highly customized, high-volume Zendesk environment (Support, Guide, QA, and more).
• Fluent in Zendesk objects (Forms, Fields, Triggers, Automations, APIs, etc.) and comfortable diving into configurations, workflows, and integrations.
• Proficient at translating complex requirements into bite-sized, actionable deliverables.

• Experience working with cross-functional teams and communicating with both techies and non-techies.

• Comfortable building relationships and thriving in a remote-first environment.
• Experience working with cross-functional teams, communicating with both technical and non-technical audiences

Nice-to-have: