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Stytch Logo Stytch · IT - Administration

Senior Zendesk Business Systems Analyst

Canada 99760.00 - 124700.00 USD / Year · Job Posted March 21, 2026
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Job Description

This position is needed to bring our Customer Support and Operations 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 and Operations 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.

Job Responsibility

  • Own the design, configuration, and maintenance of our Zendesk instance and associated integrations - including triggers, automation, macros, queries, and dashboards
  • Have empathy for our users’ needs and help improve existing processes and innovate new processes utilizing Zendesk to improve client / customer experience
  • Collaborate with other Zendesk Business Analysts/ teams / functional groups to ensure cross functional alignment
  • Use a combination of standard functionality and custom development to solve business problems and simplify the design of our support system (Zendesk)
  • Be responsive to the needs of our internal users, and efficiently convert requirements into technical solutions that meet the needs of our business teams

Requirements

  • 5 + years of experience with system design and configuration of Zendesk
  • Knowledge of configuring triggers, automation, macros, queries, explore reports and dashboards within Zendesk
  • Proactive collaborator and documenter
  • Passionate about getting the best out of our third party systems, integrating them into our ecosystem, and extending them with custom-built solutions
  • Excellent written and verbal communication skills
  • Propose AI and Automated solutions within Zendesk that can help the business
  • Familiarity with JIRA/Confluence/Google Suite to document requirements, processes and solutions

Nice to have

  • Zendesk Support Administrator Certification is preferred
  • Experience with Salesforce, workforce management tools, QA and other auxiliary systems 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

What we offer

  • competitive pay
  • generous time off
  • ample parental and wellness leave
  • healthcare
  • a retirement savings program
  • incentive programs
  • commissions
  • equity grants
  • health and wellness benefits
  • retirement contributions
  • paid time off
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