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Zendesk Business Systems Analyst; Services Operations

Zendesk Business Systems Analyst; Services Operations
Denver, Colorado, United States
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Job Description

See yourself at Twilio

Join the team as our next Zendesk Business Systems Analyst; Services Operations.

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position is needed to bring our Customer Support and Services teams to the next level with systems, tools and automated workflows that improve their productivity. Twilio is seeking a Business Systems Analyst with strong application configuration, system architecture, and workflow building skills. In this role, you will partner with our Customer Support, Professional Services and Customer Success teams to understand their business needs and deliver appropriate systems solutions. You will work closely with our program managers, data, systems and engineering teams to enable world-class experiences for our customers and internal business teams at Twilio. You will have the expertise to design and configure enterprise systems for scale and long-term growth. The ideal candidate has experience with the administration and management of Zendesk for Support, apart from other Software-as-a-Service (SaaS) systems such as Salesforce, Cloud Coach and/or Gainsight.


In this role, you’ll live the Twilio Magic:

  • Be an Owner: Own the design, configuration, and maintenance of our Zendesk instance and associated integrations - including triggers, automation, macros, queries, and dashboards
  • Wear the customer’s shoes : Have empathy for our users’ needs and help improve existing processes and innovate new processes utilizing Zendesk to improve client / customer experience
  • Be inclusive: Collaborate with other Zendesk Business Analysts/ teams / functional groups to ensure cross functional alignment
  • Think Long Term: Use a combination of standard functionality and custom development to solve business problems and simplify the design of our Support system (Zendesk), in a way that is scalable and extensible as we onboard new businesses to Twilio.
  • Earn Trust : Be responsive to the needs of our internal users, and efficiently convert requirements into technical solutions that meet the needs of our business teams.


Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!


  • 3+ years of experience with system design and configuration of Zendesk.
  • Knowledge of configuring triggers, automation, macros, queries, reports and dashboards within Zendesk
  • Proactive collaborator and documenter, partner with other teams and stakeholders to deliver the right solutions (based on data) at the right time (well prioritized) with high quality.
  • Passionate about getting the best out of our third party systems, integrating them into our ecosystem, and extending them with custom-built solutions which address unmet business needs. Familiar with industry standards, and curious about new applications and technologies.


  • Zendesk Support Administrator Certification is preferred, Experience with Salesforce, Cloud Coach or Gainsight is a plus.
  • Technically savvy and preferably have experience with APIs, java scripting, communications, enterprise software, and/or cross-channel systems.
  • Hands-on experience working in a customer support or services organization.
  • Excellent written and verbal communication skills. Familiarity with JIRA/Confluence/Google Suite to document requirements, processes and solutions


This role will be 100% remote, based in the US

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

*Please note this role is open to candidates outside of Colorado, California, New York, and Washington. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

  • Based in Colorado: $90,320 - $112,900.
  • Based in New York or Washington State: $95,680 - $119,600.
  • Based in the San Francisco Bay area, California: $106,240 - $132,800.
  • This role is eligible to participate in Twilio's equity plan and the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state.


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