Acumen Fiscal Agent
Change the world. Get paid for it
At Acumen, we're on a mission to help the disabled, military veterans, and the elderly live more independent, empowered lives. If you want your work to matter, this is your sign.
About US Acumen Fiscal Agent began 30 years ago with a bold idea: There had to be a better, simpler, and more personal way to deliver self-directed services to individuals needing home care and their families.
Today, Acumen is proud to be one of the nation’s largest and most trusted providers of fiscal agent services.
We’re not just processing payroll or paperwork, we’re helping people live fuller, more independent lives. Come be part of something meaningful!
What is the job?
ROLE AND ESSENTIAL FUNCTIONS The
Business Systems Analyst (BSA) – Zendesk
is the functional owner of
Zendesk platform behavior
across customer-facing and internal service workflows. This role is accountable for translating service strategy and operational requirements into scalable configuration—routing, SLAs, automations, and reporting—while enforcing standards that prevent workflow sprawl and protect data integrity. The Zendesk BSA leads functional design, UAT acceptance, and change governance to improve customer experience, agent productivity, and operational insight.
Platform Ownership & Workflow Design
Own Zendesk configuration across ticketing, routing, automations, triggers, SLAs, and channels
Design workflows that balance customer experience, agent efficiency, and compliance
Serve as final authority on how service requirements are implemented in the platform
Case Routing & SLA Integrity
Build and maintain routing logic that ensures the right work goes to the right team
Own SLA definitions, breach handling, and escalation logic
Ensure system behavior aligns with contractual and regulatory expectations
Automation & Productivity Enablement
Implement automations that reduce manual handling and agent friction
Continuously identify opportunities to eliminate non‑value‑add work
Partner with Ops to standardize repeatable service patterns
Reporting & Insights
Own Zendesk data model assumptions and reporting logic
Ensure metrics accurately reflect operational reality
Enable leadership visibility into demand, performance, and bottlenecks
UAT, Change Control & Optimization
Lead UAT for new workflows, channels, and features
Own release notes, configuration documentation, and impact analysis
Prevent configuration sprawl and workflow drift over time
AI & Capability Enablement
Support responsible rollout of Zendesk AI features
Ensure AI augments—not obscures—service quality and accountability
MINIMUM QUALIFICATIONS
Bachelor’s degree in Business Administration, Information Technology, Computer Science, or a related field (or equivalent experience)
Direct experience with
Zendesk
(multiple implementations strongly preferred)
5+ years of experience in business systems analysis and/or enterprise SaaS platform configuration ownership (customer support/service platforms strongly preferred)
Demonstrated experience owning cross-functional workflow design and platform configuration standards in a case management/ticketing environment
Experience with routing, SLA models, workflow automation, and service reporting/analytics concepts
Experience leading functional testing/UAT (scenario/test script development, execution coordination, defect triage, go/no-go readiness)
Strong analytical and problem-solving skills; ability to diagnose issues at the workflow/configuration/data level
Excellent communication and stakeholder management skills, including ability to mediate cross-functional tradeoffs and enforce standards
Ability to work independently and as part of a cross-functional team
PREFERRED QUALIFICATIONS
Experience supporting multi-state operations and/or compliance-heavy environments
Familiarity with payroll/tax/GL impacts and reconciliation concepts (functional understanding)
Experience with change governance and release management in SaaS enterprise platforms
Experience creating durable documentation standards for configuration and system behavior
COMMUNICATION SKILLS
Excellent communication and relationship skills with all stakeholders, including clients, state entities, and colleagues
Ability to effectively and respectfully interact with client base that has varying levels of ability, educational backgrounds, authority, and ethnicities
Ability to maintain confidentiality
Ability to speak in public, including trainings
Ability to communicate effectively with diverse internal and external customers to accomplish a task or reach an understanding diplomatically and respectfully
RESPONSIBILITIES AS A TEAM MEMBER
Takes personal responsibility for actions. This is demonstrated through owning problems, problem solving and not projecting problems or failures to others or the "system" if not warranted
Demonstrates excellence in work standards, is tenacious in completing tasks
Able to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties
Works well with other team members and departments
Demonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments
Requests support from team with ample time to accommodate the support request in order to meet deadlines
Ensures effectiveness in processes to achieve/seek best practice
♥️What's in It for You?
16 paid holidays, including your birthday! We believe celebrating you is just as important as the work you do.
Paid Time Off and Paid Sick Time
Employee Recognition Program
Employee Assistance Program
Referral Program, get extra rewards for referring your friends to work with Acumen!
Paid Parental Leave
Be a part of a mission driven culture where you can make a real impact
Medical, Dental & Vision coverage
401(k) with company match
Voluntary benefits, including Pet Insurance
What Do You Think? Are You Ready to Make a Difference in Someone’s Life Every Single Day?
Apply today and be part of a team that values compassion, accountability, and purpose. Let’s make self-direction more personal, together.
#J-18808-Ljbffr
At Acumen, we're on a mission to help the disabled, military veterans, and the elderly live more independent, empowered lives. If you want your work to matter, this is your sign.
About US Acumen Fiscal Agent began 30 years ago with a bold idea: There had to be a better, simpler, and more personal way to deliver self-directed services to individuals needing home care and their families.
Today, Acumen is proud to be one of the nation’s largest and most trusted providers of fiscal agent services.
We’re not just processing payroll or paperwork, we’re helping people live fuller, more independent lives. Come be part of something meaningful!
What is the job?
ROLE AND ESSENTIAL FUNCTIONS The
Business Systems Analyst (BSA) – Zendesk
is the functional owner of
Zendesk platform behavior
across customer-facing and internal service workflows. This role is accountable for translating service strategy and operational requirements into scalable configuration—routing, SLAs, automations, and reporting—while enforcing standards that prevent workflow sprawl and protect data integrity. The Zendesk BSA leads functional design, UAT acceptance, and change governance to improve customer experience, agent productivity, and operational insight.
Platform Ownership & Workflow Design
Own Zendesk configuration across ticketing, routing, automations, triggers, SLAs, and channels
Design workflows that balance customer experience, agent efficiency, and compliance
Serve as final authority on how service requirements are implemented in the platform
Case Routing & SLA Integrity
Build and maintain routing logic that ensures the right work goes to the right team
Own SLA definitions, breach handling, and escalation logic
Ensure system behavior aligns with contractual and regulatory expectations
Automation & Productivity Enablement
Implement automations that reduce manual handling and agent friction
Continuously identify opportunities to eliminate non‑value‑add work
Partner with Ops to standardize repeatable service patterns
Reporting & Insights
Own Zendesk data model assumptions and reporting logic
Ensure metrics accurately reflect operational reality
Enable leadership visibility into demand, performance, and bottlenecks
UAT, Change Control & Optimization
Lead UAT for new workflows, channels, and features
Own release notes, configuration documentation, and impact analysis
Prevent configuration sprawl and workflow drift over time
AI & Capability Enablement
Support responsible rollout of Zendesk AI features
Ensure AI augments—not obscures—service quality and accountability
MINIMUM QUALIFICATIONS
Bachelor’s degree in Business Administration, Information Technology, Computer Science, or a related field (or equivalent experience)
Direct experience with
Zendesk
(multiple implementations strongly preferred)
5+ years of experience in business systems analysis and/or enterprise SaaS platform configuration ownership (customer support/service platforms strongly preferred)
Demonstrated experience owning cross-functional workflow design and platform configuration standards in a case management/ticketing environment
Experience with routing, SLA models, workflow automation, and service reporting/analytics concepts
Experience leading functional testing/UAT (scenario/test script development, execution coordination, defect triage, go/no-go readiness)
Strong analytical and problem-solving skills; ability to diagnose issues at the workflow/configuration/data level
Excellent communication and stakeholder management skills, including ability to mediate cross-functional tradeoffs and enforce standards
Ability to work independently and as part of a cross-functional team
PREFERRED QUALIFICATIONS
Experience supporting multi-state operations and/or compliance-heavy environments
Familiarity with payroll/tax/GL impacts and reconciliation concepts (functional understanding)
Experience with change governance and release management in SaaS enterprise platforms
Experience creating durable documentation standards for configuration and system behavior
COMMUNICATION SKILLS
Excellent communication and relationship skills with all stakeholders, including clients, state entities, and colleagues
Ability to effectively and respectfully interact with client base that has varying levels of ability, educational backgrounds, authority, and ethnicities
Ability to maintain confidentiality
Ability to speak in public, including trainings
Ability to communicate effectively with diverse internal and external customers to accomplish a task or reach an understanding diplomatically and respectfully
RESPONSIBILITIES AS A TEAM MEMBER
Takes personal responsibility for actions. This is demonstrated through owning problems, problem solving and not projecting problems or failures to others or the "system" if not warranted
Demonstrates excellence in work standards, is tenacious in completing tasks
Able to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties
Works well with other team members and departments
Demonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments
Requests support from team with ample time to accommodate the support request in order to meet deadlines
Ensures effectiveness in processes to achieve/seek best practice
♥️What's in It for You?
16 paid holidays, including your birthday! We believe celebrating you is just as important as the work you do.
Paid Time Off and Paid Sick Time
Employee Recognition Program
Employee Assistance Program
Referral Program, get extra rewards for referring your friends to work with Acumen!
Paid Parental Leave
Be a part of a mission driven culture where you can make a real impact
Medical, Dental & Vision coverage
401(k) with company match
Voluntary benefits, including Pet Insurance
What Do You Think? Are You Ready to Make a Difference in Someone’s Life Every Single Day?
Apply today and be part of a team that values compassion, accountability, and purpose. Let’s make self-direction more personal, together.
#J-18808-Ljbffr