.Zendesk is a service-first CRM company that builds powerful, customizable software designed to improve customer relations. At Zendesk, we encourage growth, innovation and believe in giving back to the communities we call home!We are looking for a hands-on, techno-functional Senior Business Systems Analyst that thrives in a multi-project, fast-paced, and lively environment. You will be responsible for optimizing and automating the internal implementation of Zendesk, by partnering with business systems analysts, functional leaders, and Zendesk agents.In this role, you will strive to scale our systems, while focusing on globally consistent and automated solutions to increase efficiency and improve the employee experience!**What you'll be doing**:- Configure, develop, and deploy custom solutions using Zendesk APIs, SDKs, and developer tools- Act as an escalation point for departmental and business process issues- Troubleshoot system difficulties and provide effective solutions within established timeframes.- Create procedures and scripts for monitoring and automating manual processes.- Maintain up-to-date system documentation for configuration and troubleshooting known issues.- Develop test scripts and oversee UAT to ensure quality and functionality of the system.- Ensure the technical health of the Zendesk product on an ongoing basis.- Keep a centralized record of Zendesk enhancements and releases, and maintain domain expertise in the product.- Provide guidance on how to improve our implementations and stay updated on the latest features.**What you bring to the role**:Basic Qualifications:- 5+ years of hands-on technical experience with analyzing, designing, and supporting Zendesk implementations- Experienced Zendesk Administrator with deep product knowledge- You can recommend, manage, and perform advanced Zendesk configurations- Familiar with Zendesk APIs and can design new automations and integrations- Experience with HTML, JSON, JavaScript, CSS, and RESTful APIs is expected, but server side experience with Java, Ruby, or another modern language is also greatPreferred Qualifications:- Good verbal and written communication skills, with the ability to work with both technical and non-technical partners.- Confident and able to multi-task and manage expectations in a fast-paced environment with competing priorities.- Passionate about process optimization and system implementations- Strong understanding of other related technologies (Curley Bars, Javascript, REST APIs, HTML, etc)- Experience with Product Development Lifecycle and DevOps Tools like GIT, and JIRA- Experience using BI Tools (ex. Tableau) and integrating with data warehouses (ex. BigQuery, Snowflake)**Where We Work**:Being digital first doesn't mean we're digital only