Business Systems Analyst, Zendesk

ACUMEN LLC•Mesa, AZ

About The Position

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. 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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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
Own Zendesk data model assumptions and reporting logic
Ensure metrics accurately reflect operational reality
Enable leadership visibility into demand, performance, and bottlenecks
Lead UAT for new workflows, channels, and features
Own release notes, configuration documentation, and impact analysis
Prevent configuration sprawl and workflow drift over time
Support responsible rollout of Zendesk AI features
Ensure AI augments—not obscures—service quality and accountability