Senior Business Systems Analyst - Zendesk

With Confluent, organisations can harness the full power of continuously flowing data to innovate and win in the modern digital world. We have a purpose that drives us to do better everyday – we're creating an entirely new category within data infrastructure - data streaming. This technology will allow every organisation to create experiences and use the power of data in ways that profoundly impact the way we all live. This impact is our purpose and drives us to do better every day.

One Confluent. One team. One Data Streaming Platform.

Data Connects Us.

About the Role:

The Support Systems Engineering and Operations (SSEO) team at Confluent is on a mission to make life easier for our customers (internal and external). We design and implement repeatable, transformational processes, top-notch self-serve tools, and scalable solutions that empower our users to achieve their unique goals. Through collaboration, innovation, and just the right amount of grit, we’re building best-in-class customer experiences that scale.
We are the team that helps make supporting customers actually easy. We are looking for a seasoned Business Systems Analyst on our SSEO team,  focusing on the Customer Support Portal (Zendesk) and the interrelated systems and processes. If you’re someone who thrives at the intersection of hands-on work, strategic roadmapping, and stakeholder collaboration, this role might just have your name on it.
Here’s the kicker: this isn’t a "delegate everything" type of gig. You’ll roll up your sleeves, get hands-on with admin tasks and development, and help us define what “amazing” looks like for our customers and teams.

What You Will Do:

• Be a major team contributor on our team of Zendesk wizards
• Gather, refine, and translate stakeholder requirements into clear, actionable steps.
• Understand the entire tickets’ lifecycles and related workflows.
• Contribute to triaging the team’s backlog with a keen eye on both “keep the lights on” activities and enhancements with strategic alignment and impact.
• Configure, automate, and optimize Zendesk to meet business needs and deliver magical experiences.
• Communicate progress, wins, and challenges clearly to stakeholders at every level.
• Design thoughtful, end-to-end solutions with customer experience (internal and external) front and center.
• Participate in existing feedback loops to align execution with real-world needs.
• Navigate competing priorities with the help of your team lead

What You Will Bring:

• 5-7 years as a BSA, with 3+ years of hands-on experience as an admin in a highly customized, high-volume Zendesk environment (Support, Guide, QA, and more).
• Fluent in Zendesk objects (Forms, Fields, Triggers, Automations, APIs, etc.) and comfortable diving into configurations, workflows, and integrations.
• Nice-to-have: familiarity with Salesforce, PagerDuty, SendSafely, GitHub (Guide themes/homegrown apps), Jira, Confluence, Big Query/Tableau, GCP, and Workato. Bonus points if you know some SQL.
• Proficient at translating complex requirements into bite-sized, actionable deliverables.
• Experience working with cross-functional teams and communicating with both techies and non-techies.
• Comfortable building relationships and thriving in a remote-first environment.
• Experience working with cross-functional teams, communicating with both technical and non-technical audiences

Come As You Are

At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.

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