[Hiring] Zendesk Solutions Analyst @Donnelley Financial Solutions

Role Description

We are seeking a Zendesk Solutions Analyst with strong business analysis skills to represent the Professional Services (PS) organization and drive how Zendesk supports PS intake and delivery workflows. This role serves as the primary Zendesk subject-matter expert for Professional Services, partnering with platform owners, IT, and business stakeholders. Zendesk is the core focus of this role. Exposure to adjacent systems (Salesforce, Certinia) 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.

Responsibilities

• Zendesk Configuration & Optimization
  • Serve as the Zendesk lead for Professional Services use cases
  • Configure and enhance workflows, including forms, fields, triggers, automations, SLAs, and reporting
  • Design solutions that support PS intake, triage, and delivery 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
• Business Analysis & Process Design
  • Act as the primary business analyst for Professional Services Zendesk use cases
  • Gather and document requirements; translate them into clear system designs
  • Develop a strong understanding of PS workflows (intake → triage → execution)
  • Identify opportunities to improve efficiency, data quality, and user experience
• Governance, Change & Security
  • 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
• Collaboration & Enablement
  • Partner cross-functionally with IT and platform owners
  • Serve as a trusted advisor to Professional Services stakeholders
  • Help ensure Zendesk changes are aligned with broader enterprise architecture and roadmap

Qualifications

• 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 or case management workflows
• Understanding of change management and system governance practices
• Strong communication and documentation skills

Requirements

• Preferred Certifications
  • Zendesk Support Administrator certification and/or Zendesk Support Developer certification
• Nice to Have (Professional Experience)
  • Experience integrating Zendesk with Salesforce and/or Certinia
  • Familiarity with Professional Services or PSA tools
  • Experience working within shared platform ownership models

What Success Looks Like

• Zendesk effectively supports Professional Services workflows and intake
• PS requirements are clearly translated into scalable, maintainable solutions
• Stakeholders trust both the system and the process
• Changes are delivered in a controlled, well-governed way
• Continuous improvements drive better user experience and data quality