Business System Analyst, Zendesk

Change the world. Get paid for it. At Acumen, we're on a mission to help the disabled, military veterans, and the elderly live more independent, empowered lives. If you want your work to matter, this is your sign. About US Acumen Fiscal Agent began 30 years ago with a bold idea: There had to be a better, simpler, and more personal way to deliver self-directed services to individuals needing home care and their families. Today, Acumen is proud to be one of the nation’s largest and most trusted providers of fiscal agent services. We’re not just processing payroll or paperwork, we’re helping people live fuller, more independent lives. Come be part of something meaningful! What is the job? 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

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

♥️What's in It for You?

• 16 paid holidays, including your birthday! We believe celebrating you is just as important as the work you do.
• Paid Time Off and Paid Sick Time
• Employee Recognition Program
• Employee Assistance Program
• Referral Program, get extra rewards for referring your friends to work with Acumen!
• Paid Parental Leave
• Be a part of a mission driven culture where you can make a real impact
• Medical, Dental & Vision coverage
• 401(k) with company match
• Voluntary benefits, including Pet Insurance

What Do You Think? Are You Ready to Make a Difference in Someone’s Life Every Single Day? Apply today and be part of a team that values compassion, accountability, and purpose. Let’s make self-direction more personal, together. Apply tot his job Apply To this Job