Business Systems Analyst Employee Help Center

Job Description

At Zendesk we are dedicated to enhancing the employee experience through our Employee Help Center a central hub utilizing Zendesk for various internal services including IT HR Legal and Finance. Our mission is to connect employees with the resources they need seamlessly and we believe that innovative technology solutions play a crucial role in achieving this goal.

Who were looking for (Position Overview):

We are seeking a skilled Engineer to join our Employee Services team. As a pivotal member you will be responsible for optimizing our Zendesk instance and turning innovative ideas into effective technical solutions. Your expertise will help us provide a world-class experience for our employees ensuring that our internal Zendesk implementation scales efficiently and meets the diverse needs of our workforce.

What youll be doing (Key Responsibilities):

• Collaborate with Employee Experience Systems leadership and business stakeholders to design and implement a robust Zendesk instance that ensures a consistent and superior user experience.

• Drive technical development within the Zendesk environment by creating customized solutions that improve operational efficiency and enhance employee services.

• Implement best practices for Zendesk Guide theming including experience with Copenhagen theme and customized templates.

• Engage in front-end development tasks using frameworks like React Handlebars to enhance user interface functionalities and overall system performance.

• Utilize Liquid for dynamic content in Zendesk Guide to create personalized experiences.

• Oversee the integration and automation of third-party applications within Zendesk utilizing your knowledge of Zendesk Integration Services (ZIS) and Zendesk App Framework (ZAP).

• Develop and maintain scripts using REST APIs for automation and build custom Zendesk applications to adapt to evolving business needs.

• Work closely with cross-functional teams to understand business requirements and translate them into effective technical solutions.

• Document and troubleshoot issues related to the Zendesk platform ensuring timely resolutions and continuous system improvement.

• Assist in designing workflows and processes to streamline operations and support employee interactions across various departments.

What You Bring to the Role:

Basic Qualifications:

• 3 years of experience working with web applications particularly those utilizing modern JavaScript frameworks (React or Angular).

• Strong proficiency in front-end languages including HTML CSS and JSON along with experience in back-end integrations and REST APIs.

• Advanced understanding of and detailed experience with Zendesk developer documentation ZIS Zendesk APIs and ZAP for application development.

• Expertise in Zendesk Guide theming practices and principles applying user experience design to improve functionality.

• A keen understanding of user experience design principles applying them in the application development process.

• Highly organized and detail-oriented with the ability to manage multiple projects simultaneously.

• Excellent problem-solving skills with a capacity for navigating complex systems and technologies.

• Bachelors degree in Computer Science Information Technology or a related discipline or equivalent professional experience.

Nice to Haves:

• Certifications such as Zendesk Administrator Zendesk Guide Specialist or App Developer I.

• Experience with additional CRM platforms like Salesforce and tools like Jira/Confluence.

• Knowledge of integration tools such as Workato or similar.

• Familiarity with data analytics tools such as Tableau or Google Analytics.

• Proficiency in programming languages such as Ruby Python or other modern languages.

What We Offer:

• Competitive salary and benefits package.

• A flexible hybrid work environment balancing in-office collaboration with remote work.

• Opportunities for professional growth and development in a supportive team setting.

• The chance to make a meaningful impact on employee experiences throughout our organization.

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person at one of our many Zendesk offices around the world to connect collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Hybrid: In this role our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection collaboration learning and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiencesand we stick with it in our workplace. Over 5000 employees worldwide are collaborating from kitchen tables home offices coworking spaces and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer and were proud of our ongoing efforts to foster global diversity equity & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race color religion national origin age sex gender gender identity gender expression sexual orientation marital status medical condition ancestry disability military or veteran status or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application complete any pre-employment testing or otherwise participate in the employee selection process please send an e-mail to with your specific accommodation request.

#LI-MR7

Hybrid: In this role our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection collaboration learning and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person at one of our many Zendesk offices around the world to connect collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer and were proud of our ongoing efforts to foster global diversity equity & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race color religion national origin age sex gender gender identity gender expression sexual orientation marital status medical condition ancestry disability military or veteran status or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application complete any pre-employment testing or otherwise participate in the employee selection process please send an e-mail to with your specific accommodation request.