Business Systems Analyst

About this role

📋 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

Source listing: empllo_remote