Support Operations Engineer

Donnelley Financial Solutions

17h•Remote

About The Position

Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. At DFIN, we are a values-driven organization that empowers you to build a fulfilling career while bringing your authentic self to work every day. Our “Win as One” mentality ensures that our team’s success is directly linked to Client, Shareholder and Employee Satisfaction. In 2026, DFIN was named #1 on the 2026 Top 100 Global Most Loved Workplaces® by Best Practice Institute. We have also been recognized as one of America’s Most Loved Workplaces® for five consecutive years and a Built In Best Place to Work for six years, reflecting our continued commitment to supporting employees’ total well-being. Enjoy competitive compensation, a flexible workplace, comprehensive benefits, and opportunities for professional growth. Bring your passion and talents to DFIN – because being YOU thrives here. Summary: We are seeking a Zendesk Solutions Analyst with strong business analysis skills to represent the Support Operations organization and drive how Zendesk supports Support Operations intake, workflow management, and operational processes. This role serves as the primary Zendesk subject-matter expert for Support Operations, partnering with platform owners, IT, and business stakeholders. Zendesk is the core focus of this role. Exposure to adjacent systems such as Salesforce and other enterprise platforms is a plus but not required and can be learned on the job. The ideal candidate brings hands-on Zendesk configuration experience and the ability to translate business needs into scalable, well-governed solutions that align with enterprise standards.

Requirements

Strong hands-on experience with Zendesk administration and configuration.
Experience building workflows using triggers, automations, forms, and reporting.
Proven ability to gather requirements and translate business needs into system solutions.
Experience supporting intake-driven, operational workflow, or case management processes.
Understanding of change management and system governance practices.
Strong communication, facilitation, and documentation skills.

Nice To Haves

Zendesk Support Administrator Certification and/or Zendesk Support Developer Certification.
Experience integrating Zendesk with Salesforce and other enterprise systems.
Familiarity with Support Operations, service delivery, customer support, or operational workflow management environments.
Experience working within shared platform ownership models.
Exposure to workflow automation, AI-enabled support operations, or business process optimization initiatives.
Hands-on experience implementing and optimizing Zendesk AI Suite capabilities, including AI Agents, Copilot, Intelligent Triage, automation workflows, and AI-driven support experiences.

Responsibilities

Serve as the Zendesk lead for Support Operations use cases.
Configure and enhance workflows, including forms, fields, triggers, automations, SLAs, and reporting.
Design solutions that support Support Operations intake, triage, workflow management, and operational processes.
Partner with platform owners to test and deploy changes in alignment with governance standards.
Contribute to integrations using Zendesk APIs and apps as needed.
Act as the primary business analyst for Support Operations Zendesk use cases.
Gather and document requirements and translate them into clear system designs.
Develop a strong understanding of Support Operations workflows, including intake, triage, routing, process management, and operational execution.
Identify opportunities to improve efficiency, data quality, automation, and user experience.
Follow established systems governance, version control, and release management practices.
Support change management activities, including impact analysis, testing, documentation, and user readiness.
Ensure Zendesk changes adhere to security best practices, role-based access controls, and compliance standards.
Maintain clear documentation for configurations, workflows, and process guidelines.
Partner cross-functionally with IT, Product, Support, Customer Success, and platform owners.
Serve as a trusted advisor to Support Operations stakeholders.
Help ensure Zendesk changes are aligned with broader enterprise architecture, governance standards, and strategic roadmap initiatives.
Work collaboratively with the Support Operations Zendesk AI Subject Matter Expert (SME) to support the evaluation, design, testing, deployment, and adoption of Zendesk AI capabilities and use cases across the organization.