Sr Business Systems Analyst - Zendesk

We’re not just building better tech. We’re rewriting how data moves and what the world can do with it. With Confluent, data doesn’t sit still. Our platform puts information in motion, streaming in near real-time so companies can react faster, build smarter, and deliver experiences as dynamic as the world around them.

It takes a certain kind of person to join this team. Those who ask hard questions, give honest feedback, and show up for each other. No egos, no solo acts. Just smart, curious humans pushing toward something bigger, together.

One Confluent. One Team. One Data Streaming Platform.

About the Role:

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, we’re building best-in-class customer experiences that scale.

TL;DR: We are the team that helps make supporting customers actually easy.

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 you’re someone who thrives at the intersection of hands-on work, strategic roadmapping, and stakeholder collaboration, this role might just have your name on it.

Here’s the kicker: this isn’t a "delegate everything" type of gig. You’ll roll up your sleeves, get hands-on with admin tasks and development, and help us define what “amazing” looks like for our customers and teams.

What You Will Do:

• 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 team’s tickets’ lifecycles and related workflows.

• Be the point person who triages our system team’s 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.

What You Will Bring:

• 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: familiarity with Salesforce, PagerDuty, SendSafely, GitHub (Guide themes/homegrown apps), Jira, Confluence, Big Query/Tableau, GCP, and Workato. Bonus points if you know some SQL.

Ready to build what's next? Let’s get in motion.

Come As You Are

Belonging isn’t a perk here. It’s the baseline. We work across time zones and backgrounds, knowing the best ideas come from different perspectives. And we make space for everyone to lead, grow, and challenge what’s possible.

We’re proud to be an equal opportunity workplace. Employment decisions are based on job-related criteria, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by law.