Business Systems Analyst, Zendesk

Job Details Job Location : Mesa, AZ 85206

Position Type : Full Time

Education Level : Bachelors Degree in Related Field

Travel Percentage : Limited or Occasional

ABOUT THE COMPANY

Acumen is one of the nation's leading fiscal agents offering a portfolio of innovative financial management services backed by superior customer service. Our passion is to help people lead independent lives through exceptional participant‑directed programs. Acumen is a great place to work. Our employees make a positive difference in our client's lives by what they do. Among many benefits to working here, we offer medical, dental, and vision coverage, generous paid time off, and incentive bonuses to those who qualify.

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

Qualifications 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

EQUIPMENT NORMALLY USED

Telephone and headset, computer, multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machines

May use other office equipment as needed

PHYSICAL AND MENTAL DEMANDS

The employee must be able to sit for extended periods of time entering data into multiple systems

The employee is regularly required to use their fingers, hands, arms, and eyes to input data and fold and/or cut paper

The employee may be required to answer the phone as well as respond to team members and internal customers

The employee is required to operate and maintain a variety of office equipment including a computer, copy machines, scanning and reading equipment and a calculator requiring repetitive motion of the fingers, hands, arms, and eyes

The employee is frequently required to stand, walk, and talk for an hour or more

Vision ability is required to do the job, including close vision, color vision and the ability to adjust focus

Ability to work under stressful conditions that may require handling multiple work assignments with specific deadlines

Ground and or Air travel

Acumen, LLC is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its form. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If you require reasonable accommodation for any part of the application process or hiring process, please submit your request through one of the following methods listed below:

(a) Dedicated fax 866-268-8885 (b) Dedicated email hrdept@riseservicesinc.org DISABILITY ACCOMMODATION REQUESTS ONLY (c) US mail - 4554 E Inverness Ave Mesa, AZ 85206 Attn Human Resources (d) Dedicated phone 1-866-242-2714 Option 1 (Employment Opportunities) DISABILITY ACCOMMODATION REQUESTS ONLY

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