Acumen Fiscal Agent · 1 week ago
Business Systems Analyst, Zendesk
Mesa, AZ
Full-time
Onsite
Senior Level
5+ years expAcumen Fiscal Agent is a leading fiscal agent offering innovative financial management services. They are seeking a Business Systems Analyst (BSA) - Zendesk to own the Zendesk platform behavior, translating service strategy into scalable configurations while enhancing customer experience and operational insight.
Financial Services
Responsibilities
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
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
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
Own Zendesk data model assumptions and reporting logic
Ensure metrics accurately reflect operational reality
Enable leadership visibility into demand, performance, and bottlenecks
Lead UAT for new workflows, channels, and features
Own release notes, configuration documentation, and impact analysis
Prevent configuration sprawl and workflow drift over time
Support responsible rollout of Zendesk AI features
Ensure AI augments—not obscures—service quality and accountability
Qualification
Required
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
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
Benefits
Medical, dental, and vision coverage
Generous paid time off
Incentive bonuses to those who qualify
Company
Acumen Fiscal Agent
At Acumen Fiscal Agent, we strive to simplify life for veterans, aging adults, and individuals with physical, intellectual, and developmental disabilities by providing fiscal management services that have a positive and long-lasting impact on their lives.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Austin Hancock
Chief Financial Officer
Matthew Dee
Chief Information Officer
Company data provided by crunchbase