Address
Form of workWe are hiring a Business System Analyst/Zendesk Administrator to work with a small, agile and creative team to help manage our internal productivity tools for our stakeholders. We are looking for someone who is a reliable, results-driven individual who can adapt quickly and design creative solutions to ensure our tools are both scalable and efficient.
What you'll do:- Support and optimize the configuration of our two existing Zendesk instances that support multiple internal and external stakeholders
- Be a CX-focused requirements gathering, testing and process re-engineering SME for key projects
- Development of processes and tools designed to normalize technical implementations
- Requirements definition, working with internal stakeholders, leadership and users to refine detailed specifications of the Zendesk application
- Review and approval of designs and specs
- Process and workflow definition and optimization
- Lead and participate in user acceptance testing
- End-to-end analysis of systems and processes, identify areas for improved efficiency, accuracy and scalability
- Prioritize enhancements and projects, including CX technology roadmap
- Organizational change management activities including development of training and adoption plans, communications and materials
- Stakeholder management
- Run sprints and related processes
- 2+ years of Zendesk administration experience
- 5+ years experience implementing complex technical/process projects
- Fluent with Gsuite applications
- Experience gathering, defining and writing business requirements, and translating into detailed designs
- Experience working in an Agile environment
- Salesforce experience a plus
- Ability to speak and connect with both technical and business personnel, at all levels
- Ability to make progress, recommendations and decisions with incomplete information
- Ability to understand, analyze and envision an end-to-end process
- Identify, evaluate and lead teams through prioritization activities
- Ability to balance a variety of inputs into a cohesive approach
- Systems design, testing and implementation
- Custom and package software implementation experience
- Training, communications and adoption activities
- Ability to be effective in a matrix management environment
- Excellent analytical skills
- Experience working with external vendors
- Member and client focused (customer centricity)
- You enjoy a fast paced team environment and adapt well to change by adjusting priorities as needed
- You have excellent verbal, written and interpersonal communication skills
- You are process oriented and have experience building and improving processes
This is a hybrid position based out of our Lehi office, with the expectation of being in office at least two weekdays per week. #LI-hybrid
The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/#benefits.
