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Acumen Fiscal Agent · 4 days ago

Business System Analyst, Zendesk

United States

Full-time

Remote

Mid Level

Acumen Fiscal Agent is dedicated to helping the disabled, military veterans, and the elderly live more independent lives. They are seeking a Business Systems Analyst (BSA) for the Zendesk platform to enhance customer experience and operational efficiency through effective workflow design and automation.

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

ZendeskWorkflow DesignSLA ManagementAutomation ImplementationReporting & InsightsUAT LeadershipChange ControlAI Features SupportData IntegrityCustomer Experience Focus

Required

Functional ownership of Zendesk platform behavior across customer-facing and internal service workflows

Ability to translate service strategy and operational requirements into scalable configuration

Experience with routing, SLAs, automations, and reporting in Zendesk

Knowledge of workflow design that balances customer experience, agent efficiency, and compliance

Final authority on service requirements implementation in the platform

Experience building and maintaining routing logic

Ownership of SLA definitions, breach handling, and escalation logic

Ensuring system behavior aligns with contractual and regulatory expectations

Implementing automations that reduce manual handling and agent friction

Identifying opportunities to eliminate non-value-add work

Partnering with Ops to standardize repeatable service patterns

Ownership of Zendesk data model assumptions and reporting logic

Ensuring metrics accurately reflect operational reality

Enabling leadership visibility into demand, performance, and bottlenecks

Leading UAT for new workflows, channels, and features

Ownership of release notes, configuration documentation, and impact analysis

Preventing configuration sprawl and workflow drift over time

Supporting responsible rollout of Zendesk AI features

Ensuring AI augments service quality and accountability

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.

Founded in 1995