Business Systems Analyst (Zendesk)

TL;DR

Business Systems Analyst (Zendesk): Owning and evolving systems that power the product support organization with an accent on Zendesk administration, workflow routing, and operational scale. Focus on implementing AI capabilities like Zendesk Copilot and optimizing ticket classification to improve specialist efficiency and customer experience.

Location: Must be based in the United States (Remote or Hybrid from San Francisco, CA or New York, NY)

Salary: $105,000 - $245,000 USD

Company

hirify.global is a collaborative design platform that empowers teams to brainstorm, prototype, and translate designs into code in real time.

What you will do

• Optimize the Product Support Zendesk environment, including workflows, routing, automations, and system health.
• Lead improvements in ticket classification, queue design, and skills-based routing to help the organization scale.
• Evaluate and implement agent-facing AI capabilities, including Zendesk Copilot.
• Partner with Engineering, IT, Security, and Analytics teams to design systems changes and integrations.
• Maintain technical documentation, including playbooks, architecture diagrams, and change logs.
• Manage the full lifecycle of systems changes, from requirements gathering to post-launch monitoring.

Requirements

• 3+ years of experience as a Zendesk Administrator or Business Systems Analyst.
• Deep hands-on expertise with Zendesk workflows, routing, automations, and channel configuration.
• Experience operating in scaled support environments with a focus on backlog management.
• Strong systems thinking and ability to collaborate with cross-functional stakeholders.
• Must be based in the United States.

Nice to have

• Zendesk Administrator or App Developer certification.
• Experience with AI-powered support tools and intent/classification systems.
• Technical proficiency with APIs, webhooks, and advanced Zendesk implementations.
• Experience using SQL or analytics tools to optimize support workflows.

Culture & Benefits

• Competitive base salary and equity package.
• Comprehensive health, dental, and vision insurance.
• Retirement plan with company contributions.
• Generous PTO, company recharge days, and parental leave.
• Stipends for learning and development, as well as work-from-home expenses.
• Mental health and wellness benefits.