Senior Zendesk Business Systems Analyst

5 + years of experience with system design and configuration of Zendesk.

Knowledge of configuring triggers, automation, macros, queries, explore reports and dashboards within Zendesk

Proactive collaborator and documenter, partner with other teams and stakeholders to deliver the right solutions (based on data) at the right time (well prioritized) with high quality.

Passionate about getting the best out of our third party systems, integrating them into our ecosystem, and extending them with custom-built solutions which address unmet business needs.

Familiar with industry standards, and curious about new applications and technologies.

You will be attending stakeholder meetings including support governance and ops product lead meetings to bring back asks to the admin team and propose solutions.

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Based on role, employees may also be eligible for additional compensation and benefits, including but not limited to incentive programs, commissions, equity grants, health and wellness benefits, retirement contributions, and paid time off.

The estimated pay ranges for this role are as follows:

$99,760.00 (Developing Minimum) - $124,700.00 (Mid)

Target Bonus Percentage 12.50%

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Twilio thinks big. Do you?

This position is needed to bring our Customer Support and Operations teams to the next level with systems, tools and automated workflows that improve their productivity.

Twilio is seeking a Business Systems Analyst with strong application configuration, system architecture, and workflow building skills.  In this role, you will partner with our Customer Support and Operations teams to understand their business needs and deliver appropriate systems solutions.

You will work closely with our program managers, data, systems and engineering teams to enable world-class experiences for our customers and internal business teams at Twilio.

You will have the expertise to design and configure enterprise systems for scale and long-term growth.

Own the design, configuration, and maintenance of our Zendesk instance and associated integrations - including triggers, automation, macros, queries, and dashboards

Have empathy for our users’ needs and help improve existing processes and innovate new processes utilizing Zendesk to improve client / customer experience