Business Systems Analyst
San Francisco, CA • New York, NY • United States · US · USD 105,000-245,000 / year · 3+ years experience · Remote · Posted Oct 7, 2026
At a glance
- Experience
- 3+ years experience
- Workplace
- Remote
- Location
- San Francisco, CA • New York, NY • United States · US
- Salary
- USD 105,000-245,000 / year · Base salary
About the role
- As a member of the Operations & Strategy team within Customer Operations & Support (COS), you'll own and evolve the systems that power our support organization.
- This role is ideal for a well-rounded systems admin with deep Zendesk expertise and experience with Decagon, who enjoys working across many tools and can jump in wherever the team needs support.
- You'll help keep our support systems stable, well-designed, and adaptable, while partnering across teams to implement changes that improve both customer and Specialist experience.
Responsibilities
- Own and optimize the COS Zendesk environment, including workflows, business rules, automations, routing, permissions, and overall system health
- Lead improvements to ticket classification, queue design, backlog management, and skills-based routing to help Support scale
- Administer Decagon and its integration with Zendesk, including handoffs, escalations, and routing of AI-escalated tickets
- Serve as a hands-on admin across our broader support tooling, including Sprinklr, Gainsight, MaestroQA, Assembled, among others
- Evaluate and expand agent-facing AI capabilities, including Zendesk Copilot and other agent assist opportunities
- Own the lifecycle of systems changes, including requirements, design, testing, rollout, communication, and post-launch monitoring
- Create and maintain documentation across systems, including playbooks, operating procedures, change logs, and architecture diagrams
Requirements
- 3+ years of experience as a Zendesk administrator or Business Systems Analyst supporting a customer or product support organization
- Deep hands-on experience with Zendesk workflows, routing, automations, business rules, queue architecture, and channel configuration, plus hands-on experience configuring Decagon and integrating it with Zendesk
- Experience administering or supporting multiple tools across a support ecosystem, and the ability to learn new systems quickly
- Experience leading systems changes independently or in partnership with Engineering, IT, Security, or Analytics
- Strong communication skills, ownership, and sound judgment, with the ability to work effectively with technical and non-technical stakeholders while maintaining a high bar for quality, documentation, and execution
Preferred qualifications
- Zendesk Administrator certification
- Experience configuring skills-based routing, intelligent routing, or classification
- Experience with Zendesk Copilot, agent assist, or other AI-powered support tooling
- Admin experience with Sprinklr, Gainsight, MaestroQA, Assembled, or Salesforce
- Experience with APIs, webhooks, custom Zendesk apps, or scripting, plus SQL or analytics tools to evaluate workflow and tooling performance
Benefits
- Health, dental, and vision coverage
- Retirement benefits with company contributions
- Parental leave and reproductive or family planning support
- Mental health and wellness benefits
- Paid time off
- Paid sick leave, holidays, and other leave benefits
- Employer-provided paid flexible PTO in addition to flexible paid sick leave
- Company recharge days
- Cell phone and home internet reimbursements
- Lifestyle spending accounts
Skills
- Zendesk
- Decagon
- Sprinklr
- Gainsight
- MaestroQA
- Assembled
- Salesforce
- Zendesk Copilot
- APIs
- Webhooks
- SQL
