Senior Business Systems Analyst 3

See yourself at Twilio

Join the team as our next Zendesk Business Systems Analyst; Support Systems.

Who we are 

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant, diverse team making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. 

About the job

This position is needed to bring our Customer Support and Services 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. The ideal candidate has experience with the administration and management of Zendesk for Support, apart from other Software-as-a-Service (SaaS) systems such as Salesforce and ServiceNow.  

Responsibilities

In this role, you’ll:

• Be an Owner: Own the design, configuration, and maintenance of our Zendesk instance and associated integrations - including triggers, automation, macros, queries, and dashboards
• Wear the customer’s shoes : Have empathy for our users’ needs and help improve existing processes and innovate new processes utilizing Zendesk to improve client / customer experience
• Be inclusive: Collaborate with other Zendesk Business Analysts/ teams / functional groups to ensure cross functional alignment
• Think Long Term: 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.
• Earn Trust :Be responsive to the needs of our internal users, and …