Rise Services, Inc. · 1 week 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 a portfolio of innovative financial management services. The Business Systems Analyst (BSA) - Zendesk will own the Zendesk platform behavior across customer-facing and internal service workflows, ensuring that service strategy and operational requirements are effectively translated into scalable configurations and improved customer experiences.
Health CareNon Profit
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
Takes personal responsibility for actions. This is demonstrated through owning problems, problem solving and not projecting problems or failures to others or the 'system' if not warranted
Demonstrates excellence in work standards, is tenacious in completing tasks
Able to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties
Works well with other team members and departments
Demonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments
Requests support from team with ample time to accommodate the support request in order to meet deadlines
Ensures effectiveness in processes to achieve/seek best practice
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
Excellent communication and relationship skills with all stakeholders, including clients, state entities, and colleagues
Ability to effectively and respectfully interact with client base that has varying levels of ability, educational backgrounds, authority, and ethnicities
Ability to maintain confidentiality
Ability to speak in public, including trainings
Ability to communicate effectively with diverse internal and external customers to accomplish a task or reach an understanding diplomatically and respectfully
Takes personal responsibility for actions. This is demonstrated through owning problems, problem solving and not projecting problems or failures to others or the 'system' if not warranted
Demonstrates excellence in work standards, is tenacious in completing tasks
Able to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties
Works well with other team members and departments
Demonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments
Requests support from team with ample time to accommodate the support request in order to meet deadlines
Ensures effectiveness in processes to achieve/seek best practice
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
Rise Services, Inc.
RISE provides services for people with disabilities, residential settings, employment, managed care, home & community-based services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Mindi Mitchell, MBA
Chief Operations Officer
Company data provided by crunchbase