Senior Zendesk Business Systems Analyst
About the role
See yourself at Twilio
Join the team as Twilio’s next Senior Zendesk Business Systems Analyst and Admin, Support Systems
About the job
This position is needed to bring our Customer Support and Operations teams to the next level with systems, tools and automated workflows that improve their productivity. Twilio is seeking a Business Systems Analyst with strong application configuration, system architecture, and workflow building skills. In this role, you will partner with our Customer Support and Operations teams to understand their business needs and deliver appropriate systems solutions. You will work closely with our program managers, data, systems and engineering teams to enable world-class experiences for our customers and internal business teams at Twilio. You will have the expertise to design and configure enterprise systems for scale and long-term growth.
Responsibilities
In this role, you’ll:
- 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.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
- 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 bus