Senior Zendesk Business Systems Analyst

Twilio is shaping the future of communications with innovative solutions for businesses and developers. They are seeking a Senior Zendesk Business Systems Analyst to enhance the productivity of their Customer Support and Operations teams through effective systems and automated workflows.

Responsibilities:

• Own the design, configuration, and maintenance of our Zendesk instance and associated integrations - including triggers, automation, macros, queries, and dashboards
• Have empathy for our users’ needs and help improve existing processes and innovate new processes utilizing Zendesk to improve client / customer experience
• Collaborate with other Zendesk Business Analysts/ teams / functional groups to ensure cross functional alignment
• Use a combination of standard functionality and custom development to solve business problems and simplify the design of our support system (Zendesk), in a way that is scalable and extensible as we onboard new businesses to Twilio
• Be responsive to the needs of our internal users, and efficiently convert requirements into technical solutions that meet the needs of our business teams

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
• Proactive collaborator and documenter, partner with other teams and stakeholders to deliver the right solutions (based on data) at the right time (well prioritized) with high quality
• Passionate about getting the best out of our third party systems, integrating them into our ecosystem, and extending them with custom-built solutions which address unmet business needs. Familiar with industry standards, and curious about new applications and technologies
• Excellent written and verbal communication skills. You will be attending stakeholder meetings including support governance and ops product lead meetings to bring back asks to the admin team and propose solutions
• Propose AI and Automated solutions within Zendesk that can help the business
• Familiarity with JIRA/Confluence/Google Suite to document requirements, processes and solutions
• Zendesk Support Administrator Certification is preferred
• Experience with Salesforce, workforce management tools, QA and other auxiliary systems is a plus
• Technically savvy and preferably have experience with APIs, java scripting, communications, enterprise software, and/or cross-channel systems
• Hands-on experience working in a customer support or services organization