Sr Business Systems Analyst - Zendesk at Confluent

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Data Streaming, SoftwareIndustries

Requirements

5-7 years as a BSA, with 3+ years of hands-on experience as an admin in a highly customized, high-volume Zendesk environment (Support, Guide, QA, and more)
Fluent in Zendesk objects (Forms, Fields, Triggers, Automations, APIs, etc.) and comfortable diving into configurations, workflows, and integrations
Proficient at translating complex requirements into bite-sized, actionable deliverables
Experience working with cross-functional teams and communicating with both techies and non-techies
Comfortable building relationships and thriving in a remote-first environment
Experience working with cross-functional teams, communicating with both technical and non-technical audiences
Nice-to-have: familiarity with Salesforce, PagerDuty, SendSafely, GitHub (Guide themes/homegrown apps), Jira, Confluence, Big Query/Tableau, GCP, and Workato. Bonus points if you know some SQL

Responsibilities

Be a major team contributor on our team of Zendesk wizards
Partner with multiple business partners throughout the company to gather, refine, and translate needs into clear, actionable goals and requirements; from small enhancements to cross functional projects
Understand the Support team’s tickets’ lifecycles and related workflows
Be the point person who triages our system team’s backlog with a keen eye on both “keep the lights on” activities and enhancements with strategic alignment and impact, building and maintaining an actionable roadmap
Configure, automate, and optimize Zendesk to meet business needs and deliver magical experiences both as a hands-on admin and as a teammember who can rally with our other Zendesk experts to deliver results
Communicate progress, wins, and challenges clearly to stakeholders at every level
Design thoughtful, end-to-end solutions with customer experience (internal and external) front and center
Participate in existing feedback loops to align execution with real-world needs
Navigate competing priorities and stakeholder expectations

Skills

Key technologies and capabilities for this role

ZendeskBusiness AnalysisRequirements GatheringStakeholder CollaborationAdmin TasksDevelopmentProcess DesignCustomer Support Systems

Questions & Answers

Common questions about this position

What experience is required for this Sr Business Systems Analyst role?

Candidates need 5-7 years as a BSA, with 3+ years of hands-on experience as an admin in a highly customized, high-volume Zendesk environment including Support, Guide, QA, and more.

Is this position remote or hybrid?

The position is hybrid.

What is the salary range for this role?

This information is not specified in the job description.

What is the company culture like at Confluent?

Confluent values team members who ask hard questions, give honest feedback, show up for each other, with no egos or solo acts—just smart, curious humans pushing toward something bigger together.

What makes a strong candidate for this position?

A strong candidate thrives at the intersection of hands-on work, strategic roadmapping, and stakeholder collaboration, with experience as a Zendesk admin in high-volume environments and the ability to get hands-on with admin tasks and development.

Confluent

Data streaming solutions for real-time processing

About Confluent

Confluent specializes in data streaming solutions, focusing on helping businesses manage and process real-time data streams. Its main product is built on Apache Kafka, an open-source platform that allows users to create real-time data pipelines and streaming applications. Clients, including large enterprises and financial institutions, utilize Confluent's tools to collect, process, and analyze data streams, which helps them make quicker and more informed decisions. Unlike many competitors, Confluent offers a subscription-based model for its cloud platform, Confluent Cloud, and its on-premises software, Confluent Platform, ensuring a steady revenue stream. The company also provides professional services like training and consulting to assist clients in optimizing their data streaming solutions. Confluent's goal is to be a leader in the data streaming market, enabling organizations to leverage real-time data for improved operational efficiency.

Mountain View, CaliforniaHeadquarters

2014Year Founded

$443.5MTotal Funding

IPOCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Best Teammates on Planet Earth - Loving your job has a lot to do with the people around you. Luckily at Confluent, you will find some of the most genuine people who make you excited to come to work each day.

Adjustable Working Arrangements - While most of our employees work typical business hours, we encourage everyone to partner with their manager to make a schedule that works best for them and Confluent.

Robust Benefits - Health and wellness is important and Confluent is proud to offer a total benefits program that ranks in the top percentile of companies similar in size to our industry in our established geographies.

Rest and Recharge Days - Personal time off is great but it is even better when your whole team has the day. Each quarter, teams have three recharge days where the entire team logs off and refreshes before coming back to work.

Weekly Lunch Spend - At Confluent, we have a weekly lunch program called “No Pay Thursday.” On Thursdays, lunch is provided by Confluent at local restaurants and grocery stores, taxes may apply for some countries.

Flexible Paid Time Off (PTO) - Confluent employees work really hard to meet the needs of our growing and scaling business. To make sure that we don’t burn out, we encourage everyone to balance their PTO in an adequate way.

Risks

CTO Chad Verbowski's retirement may lead to a temporary leadership vacuum.

WarpStream acquisition may present integration challenges, disrupting operations.

Participation in MongoDB AI Program exposes Confluent to competitive pressures.

Differentiation

Confluent's platform is based on Apache Kafka, a leading open-source data streaming technology.

The company offers a subscription-based model, ensuring steady recurring revenue streams.

Confluent's solutions cater to diverse industries, enhancing real-time data processing capabilities.

Upsides

Increased adoption of Apache Flink complements Confluent's existing Apache Kafka-based solutions.

Integration with MongoDB's AI Applications Program enhances AI-driven data processing capabilities.

The OEM Program launch can drive new partnerships and expand market presence.

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