Business Systems Analyst

📋 Description

• Own and optimize Zendesk environment, workflows, routing, and system health.
• Lead improvements to ticket classification, queue design, and routing.
• Expand agent tooling and AI capabilities (Zendesk Copilot and agent assist).
• Partner with Support, Engineering, IT, Security, Analytics on changes.
• Create and maintain documentation for Zendesk and related systems.
• Own lifecycle of system changes from requirements to post-launch monitoring.

🎯 Requirements

• 3+ years as Zendesk Administrator or Business Systems Analyst supporting customer/product teams.
• Deep hands-on Zendesk workflows, routing, automations, queue architecture, and channel configuration.
• Experience operating in scaled support environments with backlog management and ticket routing.
• Strong systems thinking across interconnected tools and integrations.
• Proven ability to lead technical changes and collaborate with cross-functional stakeholders (Engineering, IT, Security, Analytics).
• Zendesk Administrator or App Developer certification (nice to have).

🎁 Benefits

• Growth-minded culture with health, dental, and vision benefits.
• Learning stipend, remote work stipend, and cell phone reimbursement.
• Equity and competitive compensation package.