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Senior Zendesk Business Systems Analyst

1 hour, 50 minutes ago
Canada
Full-time
Senior
Business Analyst
Customer and Technical Support
Confluence JavaScript JIRA Salesforce System Design
Apply Now
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008
View All Jobs 107

Description

  • Own the design, configuration, and maintenance of the Zendesk instance and related integrations, including triggers, automation, macros, queries, and dashboards.
  • Improve existing support processes and create new workflows that enhance customer and client experience.
  • Collaborate with Zendesk analysts, functional groups, and cross-functional teams to maintain alignment on support systems needs.
  • Use standard Zendesk functionality and custom development to solve business problems and make the support system scalable and extensible.
  • Translate internal user requirements into technical solutions that meet business team needs efficiently.
  • Partner with program managers, data, systems, and engineering teams to deliver systems solutions for Customer Support and Operations.
  • Propose AI and automation solutions within Zendesk to improve business operations.
  • Attend stakeholder meetings and bring requirements, asks, and solution proposals back to the admin team.
  • Document requirements, processes, and solutions in collaboration tools and shared systems.

Requirements

  • 5+ years of experience with system design and configuration of Zendesk.
  • Knowledge of configuring triggers, automation, macros, queries, Explore reports, and dashboards within Zendesk.
  • Experience working as a proactive collaborator and documenter with teams and stakeholders.
  • Experience integrating third-party systems and extending them with custom-built solutions to address business needs.
  • Excellent written and verbal communication skills.
  • Familiarity with JIRA, Confluence, and Google Suite for documentation and process tracking.
  • Preferred: Zendesk Support Administrator Certification.
  • Preferred: experience with Salesforce, workforce management tools, QA tools, and other auxiliary systems.
  • Preferred: technical experience with APIs, JavaScript, communications, enterprise software, and/or cross-channel systems.
  • Preferred: hands-on experience in a customer support or services organization.

Benefits

  • Remote-first work environment based in Ontario, British Columbia, or Alberta, Canada.
  • Competitive pay with an estimated salary range of $99,760 to $124,700.
  • Target bonus of 12.50%.
  • Generous time off, including paid time off.
  • Parental leave and wellness leave.
  • Healthcare coverage.
  • Retirement savings program, with possible retirement contributions depending on location and role.
  • Potential eligibility for incentive programs, commissions, equity grants, and other additional compensation and benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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