Senior IT Business Systems Analyst, Zendesk

Joining Collibra's IT Enterprise Applications team

The IT Enterprise Applications Team partners with Collibra's business stakeholders to drive the evaluations of business processes, gathers requirements, uncovers areas for improvement and works with cross-functional teams to define, develop and implement solutions around Salesforce and other Go-To-Market SaaS applications. This role will report into the Sr.Director of Enterprise Applications.

If you are someone who is passionate about being a subject matter expert for Zendesk and want to be a part of a growing team that enables, builds, and supports technology solutions in a fast-growing company, then this job is for you.

This is a hybrid position based in Raleigh, North Carolina.

Senior IT Business Systems Analysts at Collibra are responsible for:

• Act as the primary administrator and subject matter expert (SME) for Zendesk, maintaining system configurations, workflows, and integrations.
• Manage Zendesk Support, Chat, Guide, Explore, and Talk configurations to optimize performance and usability.
• Develop and enforce best practices, governance, and security protocols within Zendesk.
• Oversee role-based access control (RBAC), permissions, and user provisioning to ensure proper system security and compliance.
• Monitor system performance, troubleshoot issues, and liaise with Zendesk support for escalations.
• Analyze existing customer support business workflows and processes, identifying opportunities for automation and efficiency improvements.
• Work closely with stakeholders to best understand business processes and gather business requirements, translate them into technical solutions within Zendesk and related platforms.
• Implement custom business rules, triggers, automations, and macros to optimize support operations.
• Develop and manage reporting & analytics dashboards (Zendesk Explore, Tableau, etc.) to provide insights into customer interactions and agent performance.
• Evaluate and integrate third-party apps, APIs, and custom extensions to enhance Zendesk functionality.
• Partner with Customer Support, IT, Product, Engineering, and Sales teams to align Zendesk capabilities with broader business needs.
• Lead and participate in Zendesk-related projects, including migrations, upgrades, and new feature implementations.
• Provide training, documentation, and knowledge sharing to ensure smooth adoption of new Zendesk features and processes.
• Maintain accountability and take ownership of ongoing technical solutions within Zendesk and related platforms.

You have:

• 5+ years of hands-on experience as a Zendesk Administrator, managing configurations, workflows, and integrations.
• Strong business systems analysis background, with expertise in process design, automation, and optimization.
• Experience in customer support operations and a deep understanding of best practices for support ticketing systems.
• Knowledge of Zendesk API, webhooks, and integrations with Salesforce, Slack, JIRA, and other business applications.
• A bachelor's degree or equivalent related working experience is required.
• This position is not eligible for visa sponsorship.

You are:

• Experienced in working in a business consulting role with exception stakeholder management
• Strong & experienced in using Zendesk Explore, Tableau, or other BI tools for reporting and insights.
• Proficient in workflow automation tools such as Workato, or similar platforms.
• Knowledgeable of ITSM, ITIL, and incident management frameworks is a plus.
• Excellent in your communication and stakeholder management skills, with the ability to translate business needs into technical requirements.
• Experienced in leading Zendesk implementation, migration, or optimization projects is a strong plus.
• Knowledgeable of SQL, JSON, and scripting for automation is a plus.

Measures of success:

• Within your first month, you will understand Collibra's application portfolio, team structure and common stakeholder use cases and change requests.
• Within your third month, you will partner with Collibra's business stakeholders to collect requirements around architecting and building automations and integrations between Zendesk in collaboration with the cross functional partners.
• Within your sixth month, you will have delivered and iterated on your design for Zendesk automation including requirements gathering, development, UAT, and post-go live support.

Compensation for this role (US only)

The standard base salary range for this position is 116,000 - 145,000 per year. This position is not eligible for additional commission-based compensation. Salary offers are based on a combination of factors, including, but not limited to, experience, skills, and location.

In addition to base salary, we offer equity ownership at every level, bonus potential, a Flex Fund monthly stipend, pension/401k plans, and more.

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