Hybrid Senior Business Systems Analyst – Zendesk

at Confluent

• Job title: Senior Business Systems Analyst – Zendesk
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: BigQuery, Google Cloud Platform, SQL, Tableau
• Location requirements: Hybrid, Bangalore, India

About the role

• Business Systems Analyst enhancing customer support processes via Zendesk in a collaborative environment. Transforming customer experiences through automation and strategic development.

Responsibilities

• Be a major team contributor on our team of Zendesk wizards
• Partner with multiple business partners throughout the company to gather, refine, and translate needs into clear, actionable goals and requirements; from small enhancements to cross functional projects.
• Understand the Support team’s tickets’ lifecycles and related workflows.
• Be the point person who triages our system team’s backlog with a keen eye on both “keep the lights on” activities and enhancements with strategic alignment and impact, building and maintaining an actionable roadmap.
• Configure, automate, and optimize Zendesk to meet business needs and deliver magical experiences both as a hands-on admin and as a team member who can rally with our other Zendesk experts to deliver results.
• Communicate progress, wins, and challenges clearly to stakeholders at every level.
• Design thoughtful, end-to-end solutions with customer experience (internal and external) front and center.
• Participate in existing feedback loops to align execution with real-world needs.
• Navigate competing priorities and stakeholder expectations.

Requirements

• 5-7 years as a BSA, with 3+ years of hands-on experience as an admin in a highly customized, high-volume Zendesk environment (Support, Guide, QA, and more).
• Fluent in Zendesk objects (Forms, Fields, Triggers, Automations, APIs, etc.) and comfortable diving into configurations, workflows, and integrations.
• Proficient at translating complex requirements into bite-sized, actionable deliverables.
• Experience working with cross-functional teams and communicating with both techies and non-techies.
• Comfortable building relationships and thriving in a remote-first environment.
• Nice-to-have: familiarity with Salesforce, PagerDuty, SendSafely, GitHub (Guide themes/homegrown apps), Jira, Confluence, Big Query/Tableau, GCP, and Workato. Bonus points if you know some SQL.

Benefits

• Belonging isn’t a perk here. It’s the baseline.
• Equal opportunity workplace.
• We work across time zones and backgrounds, knowing the best ideas come from different perspectives.
• Space for everyone to lead, grow, and challenge what’s possible.