Senior Business Systems Analyst 3

Summary

Join Twilio as our next Zendesk Business Systems Analyst! This role focuses on enhancing our Customer Support and Services teams' productivity through system improvements and automated workflows. You will partner with various teams to understand business needs and deliver effective systems solutions, primarily using Zendesk. The ideal candidate possesses strong Zendesk administration and configuration skills, along with experience in other SaaS systems like Salesforce and ServiceNow. You will design and configure enterprise systems for scalability and long-term growth, collaborating with stakeholders to ensure alignment and high-quality solutions. This remote position is based in Canada and offers competitive pay and benefits.

Requirements

• 4 + years of experience with system design and configuration of Zendesk
• Knowledge of configuring triggers, automation, macros, queries, 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. Familiarity with JIRA/Confluence/Google Suite to document requirements, processes and solutions

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

Preferred Qualifications

• Zendesk Support Administrator Certification is preferred
• Experience with Salesforce, ServiceNow or Gainsight 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

Benefits

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program