Note: The job is a remote job and is open to candidates in USA. Donnelley Financial Solutions (DFIN) is a values-driven organization that empowers employees to build fulfilling careers. They are seeking a Zendesk Solutions Analyst to serve as the primary subject-matter expert for Zendesk within the Professional Services organization, focusing on optimizing workflows and enhancing system configurations.

Responsibilities

• Serve as the Zendesk lead for Professional Services use cases
• Configure and enhance workflows, including forms, fields, triggers, automations, SLAs, and reporting
• Design solutions that support PS intake, triage, and delivery processes
• Partner with platform owners to test and deploy changes in alignment with governance standards
• Contribute to integrations using Zendesk APIs and apps as needed
• Act as the primary business analyst for Professional Services Zendesk use cases
• Gather and document requirements; translate them into clear system designs
• Develop a strong understanding of PS workflows (intake → triage → execution)
• Identify opportunities to improve efficiency, data quality, and user experience
• Follow established systems governance, version control, and release management practices
• Support change management activities, including impact analysis, testing, documentation, and user readiness
• Ensure Zendesk changes adhere to security best practices, role-based access controls, and compliance standards
• Maintain clear documentation for configurations, workflows, and process guidelines
• Partner cross-functionally with IT and platform owners
• Serve as a trusted advisor to Professional Services stakeholders
• Help ensure Zendesk changes are aligned with broader enterprise architecture and roadmap

Skills

• Strong hands-on experience with Zendesk administration and configuration
• Experience building workflows using triggers, automations, forms, and reporting
• Proven ability to gather requirements and translate business needs into system solutions
• Experience supporting intake-driven or case management workflows
• Understanding of change management and system governance practices
• Strong communication and documentation skills
• Zendesk Support Administrator certification and/or Zendesk Support Developer certification
• Experience integrating Zendesk with Salesforce and/or Certinia
• Familiarity with Professional Services or PSA tools
• Experience working within shared platform ownership models

Benefits

• Competitive compensation
• A flexible workplace
• Comprehensive benefits
• Opportunities for professional growth

Company Overview

Company H1B Sponsorship