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 efficiently convert requirements into technical solutions that meet the needs of our business teams

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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!

Required:

• 4 + years of experience with system design and configuration of Zendesk.  
• Knowledge of configuring triggers, automation, macros, queries, 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. Familiarity with JIRA/Confluence/Google Suite to document requirements, processes and solutions 

Desired:

• Zendesk Support Administrator Certification is preferred, Experience with Salesforce, ServiceNow or Gainsight 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 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

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

The estimated pay ranges for this role are as follows:

• Based in British Columbia. : $88,900.00 - $111,100.00

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.