See yourself at Twilio
Join the team as Twilio’s next Senior Zendesk Business Systems Analyst and Admin, Support Systems
About the job
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.
Responsibilities
In this role, you’ll:
- 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), in a way that is scalable and extensible as we onboard new businesses to Twilio.
- Be responsive to the needs of our internal users, and efficiently convert requirements into technical solutions that meet the needs of our business teams.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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!
- 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, 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.
- Excellent written and verbal communication skills. You will be attending stakeholder meetings including support governance and ops product lead meetings to bring back asks to the admin team and propose solutions.
- Propose AI and Automated solutions within Zendesk that can help the business
- Familiarity with JIRA/Confluence/Google Suite to document requirements, processes and solutions
Desired:
- 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.
Location
This role will be remote and based in Ontario, British Columbia or Alberta, Canada.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Based on role, employees may also be eligible for additional compensation and benefits, including but not limited to incentive programs, commissions, equity grants, health and wellness benefits, retirement contributions, and paid time off.
The estimated pay ranges for this role are as follows:
- $99,760.00 (Developing Minimum) - $124,700.00 (Mid)
- Target Bonus Percentage 12.50%
The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.
