Business Systems Analyst

The role

This individual contributor role sits within Product Support Operations and Strategy and centers on the systems that run the support organization. The analyst maintains the Zendesk environment and related platforms, then partners with support, engineering, IT, security, and analytics to ship changes that help the team scale and keep specialists and customers well served.

What you would do

• Maintain the health and configuration of the Product Support Zendesk instance, covering automations, rules, routing, and access controls
• Redesign ticket categorization, queue structure, backlog handling, and skills-based assignment to support growth
• Assess and roll out AI-driven agent assist features, including Zendesk Copilot
• Coordinate with cross-functional partners to design, integrate, and deploy tooling changes
• Keep technical documentation current, including runbooks, procedures, change history, and system diagrams
• Manage each systems project end to end: discovery, design, validation, launch, communication, and follow-up monitoring
• Mine operational data and stakeholder feedback to find manual work to eliminate and workflows to strengthen

What they asked for

• Three or more years working as a Zendesk administrator or in a business systems role for a customer or product support team
• Hands-on depth in Zendesk workflows, routing, automation, business rules, queue design, and channel setup
• Prior work running support operations at scale, including backlog control and adapting routing as needs change
• Systems-level thinking across connected tools, processes, and integrations
• Track record of driving system changes and working with engineering, IT, security, and analytics stakeholders

Nice to have

• Zendesk Administrator or App Developer certification
• Hands-on use of AI support products such as Copilot, agent assist, chatbots, or intent classifiers
• Experience designing skills-based or intelligent routing and automated classification
• Technical skill with APIs, webhooks, and advanced Zendesk builds
• Analytics or SQL experience for evaluating support workflows and tooling