Senior IT Business Systems Analyst, Zendesk

at Collibra
📍 Raleigh, United States
USD 116,000-145,000 per year
SENIOR
✅ On-site

SCRAPED

Used Tools & Technologies

Not specified

Required Skills & Competences ?

Security @ 4 SQL @ 4 Tableau @ 4 Communication @ 7 Jira @ 4 Slack @ 4 API @ 4 BI @ 4 JSON @ 4 Workato @ 6 Reporting @ 4 Customer Support @ 4 Compliance @ 4 Salesforce @ 4

Details

Role Description

Join Collibra’s IT Enterprise Applications team as a Senior IT Business Systems Analyst focused on Zendesk. You will act as the primary administrator and subject matter expert (SME) for Zendesk, maintaining system configurations, workflows, and integrations to optimize support operations.

Responsibilities

  • Manage Zendesk Support, Chat, Guide, Explore, and Talk configurations.
  • Develop and enforce best practices, governance, and security protocols within Zendesk.
  • Oversee role-based access control, permissions, and user provisioning to ensure system security and compliance.
  • Monitor system performance, troubleshoot issues, and coordinate with Zendesk support.
  • Analyze customer support workflows to identify automation and efficiency opportunities.
  • Translate business requirements into technical solutions within Zendesk and related platforms.
  • Implement custom business rules, triggers, automations, and macros.
  • Develop and manage reporting and analytics dashboards (Zendesk Explore, Tableau).
  • Evaluate and integrate third-party apps, APIs, and extensions.
  • Collaborate with Customer Support, IT, Product, Engineering, and Sales teams.
  • Lead and participate in Zendesk projects, including migrations and upgrades.
  • Provide training, documentation, and knowledge sharing.
  • Take ownership of ongoing Zendesk technical solutions.

Requirements

  • 5+ years of experience as a Zendesk Administrator.
  • Strong business systems analysis background with expertise in process design and automation.
  • Deep understanding of customer support operations and ticketing system best practices.
  • Knowledge of Zendesk API, webhooks, and integrations with Salesforce, Slack, JIRA.
  • Experience with Zendesk Explore, Tableau, or other BI tools.
  • Proficiency in workflow automation tools such as Workato or similar.
  • Knowledge of ITSM, ITIL, and incident management frameworks (plus).
  • Strong communication and stakeholder management skills.
  • Experience leading Zendesk implementation, migration, or optimization projects (plus).
  • Knowledge of SQL, JSON, and scripting for automation (plus).

Measure of Success

  • Within 1 month: Understand Collibra’s app portfolio, teams, and stakeholder use cases.
  • Within 3 months: Collect requirements and design Zendesk automations and integrations with partners.
  • Within 6 months: Deliver and iterate on Zendesk automation solutions including development, UAT, and support.

Compensation

  • Base salary range: $116,000 to $145,000 per year.
  • Equity ownership at every level, bonus potential, Flex Fund stipend, pension/401k plans, and more.

Benefits

  • Flexible benefits program supporting diverse needs.
  • Competitive compensation, health coverage, and time off.
  • Commitment to diversity, equity, inclusion, and equal opportunity employment.
  • Accommodation options for applicants as needed.