Business Systems Analyst, Zendesk

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 demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, with or without accommodation.

• 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:

• Dedicated fax 866-268-8885
• Dedicated email [email protected] DISABILITY ACCOMMODATION REQUESTS ONLY
• US mail - 4554 E Inverness Ave Mesa, AZ 85206- Attn Human Resources
• Dedicated phone 1-866-242-2714 Option 1 (Employment Opportunities) DISABILITY ACCOMMODATION REQUESTS ONLY