Acumen, LLC · 1 day ago
Business Systems Analyst, Zendesk
Mesa, AZ
Full-time
Onsite
Senior Level
5+ years expAcumen is one of the nation's leading fiscal agents offering innovative financial management services. The Business Systems Analyst (BSA) – Zendesk is responsible for owning the Zendesk platform configuration and ensuring it aligns with service strategy and operational requirements to enhance customer experience and agent productivity.
ConsultingGovernmentInformation Technology
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, LLC
Acumen, LLC works to improve the information provided to policymakers who design and revise welfare, health, education, labor, and business programs at the national, state, and local levels.
501-1000 employees
H1B Sponsorship
Acumen, LLC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (2)
2023 (2)
2022 (5)
2021 (4)
2020 (5)
Funding
Current Stage
Late StageLeadership Team
Rose Do
Chief Medical Officer
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