Business Systems Analyst - Product Support
New
F
FigmaProduct Support
USFull-TimeMiddle
Salary105000 - 245000 USD per year
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Job Details
- Experience
- 3+ years
- Required Skills
- SQLRESTful APIsZendesk
Requirements
- 3+ years as a Zendesk Administrator or Business Systems Analyst supporting customer/product support teams
- Deep hands-on expertise with Zendesk workflows, routing, automations, business rules, queue architecture, and channel configuration
- Experience operating in scaled support environments, including backlog management, ticket routing, and evolving support needs
- Strong systems thinking with experience across interconnected tools, workflows, and integrations
- Proven ability to lead technical/system changes and collaborate with cross-functional stakeholders (Engineering, IT, Security, Analytics)
- Zendesk Administrator or App Developer certification (preferred)
- Experience with AI-powered support tools (e.g., Zendesk Copilot, agent assist, chatbots, intent/classification systems) (preferred)
- Expertise in scalable routing solutions (skills-based routing, intelligent routing, automated classification) (preferred)
- Strong technical experience with APIs, webhooks, integrations, and advanced Zendesk implementations (preferred)
- Experience using analytics tools or SQL to evaluate and optimize support workflows and tooling (preferred)
Responsibilities
- Own and optimize the Product Support Zendesk environment, including workflows, business rules, automations, routing, permissions, and overall system health
- Lead improvements to ticket classification and categorization, queue design, backlog management, and skills-based routing to help Support scale more effectively
- Evaluate and expand the use of agent-facing tooling and AI capabilities, including Zendesk Copilot and other agent assist opportunities that improve specialist efficiency and customer experience
- Partner closely with Support, Engineering, IT, Security, Analytics, and other multi-functional teams to design and implement systems changes, integrations, and tooling improvements
- Create and maintain documentation for Zendesk and adjacent support systems, including playbooks, operating procedures, change logs, architecture diagrams, and other technical documentation
- Own the lifecycle of systems changes in scope, including requirements gathering, solution design, testing, rollout, stakeholder communication, and post-launch monitoring
- Use data, operational context, and collaborator input to identify opportunities to reduce manual work, improve scalability, and strengthen support workflows over time
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