Business Systems Analyst

📋 Description

• Own and optimize the COS Zendesk environment, including workflows, business rules, automations
• Lead improvements to ticket classification, queue design, backlog management, and skills-based
• Administer Decagon and its integration with Zendesk, including handoffs, escalations, and routing
• Serve as a hands-on admin across our broader support tooling, including Sprinklr, Gainsight
• Evaluate and expand agent-facing AI capabilities, including Zendesk Copilot and other agent assist
• Own the lifecycle of systems changes, including requirements, design, testing, rollout

🎯 Requirements

• 3+ years of experience as a Zendesk administrator or Business Systems Analyst supporting a customer
• Deep hands-on experience with Zendesk workflows, routing, automations, business rules, queue
• Experience administering or supporting multiple tools across a support ecosystem, and the ability
• Experience leading systems changes independently or in partnership with Engineering, IT, Security
• Strong communication skills, ownership, and sound judgment, with the ability to work effectively

🎁 Benefits

• Competitive package of additional benefits including health, dental, and vision coverage
• Retirement benefits with company contributions
• Parental leave and reproductive or family planning support
• Mental health and wellness benefits
• Paid time off, paid sick leave, holidays, and other leave benefits in compliance with applicable
• Exempt employees are eligible for employer-provided paid flexible PTO