Zendesk Solutions Analyst

DFIN delivers innovative software and service solutions for financial reporting and capital markets transactions. We are a values‑driven organization that empowers employees to build fulfilling careers while bringing their authentic selves to work. Summary We are seeking a Zendesk Solutions Analyst to represent the Professional Services organization. This role serves as the primary Zendesk subject‑matter expert for Professional Services, partnering with platform owners, IT, and business stakeholders. Zendesk is the core focus of this role. Exposure to adjacent systems (Salesforce, Certinia) is a plus but not required. The ideal candidate brings hands‑on Zendesk configuration experience and the ability to translate business needs into scalable, well‑governed solutions that align with enterprise standards. Responsibilities Zendesk Configuration & Optimization Serve as the Zendesk lead for Professional Services use cases Configure and enhance workflows, including forms, fields, triggers, automations, SLAs, and reporting Design solutions that support PS intake, triage, and delivery processes Partner with platform owners to test and deploy changes in alignment with governance standards Contribute to integrations using Zendesk APIs and apps as needed Business Analysis & Process Design Act as the primary business analyst for Professional Services Zendesk use cases Gather and document requirements; translate them into clear system designs Develop a strong understanding of PS workflows (intake triage execution) Identify opportunities to improve efficiency, data quality, and user experience Governance, Change & Security Follow established systems governance, version control, and release management practices Support change management activities, including impact analysis, testing, documentation, and user readiness Ensure Zendesk changes adhere to security best practices, role‑based access controls, and compliance standards Maintain clear documentation for configurations, workflows, and process guidelines Collaboration & Enablement Partner cross‑functionally with IT and platform owners Serve as a trusted advisor to Professional Services stakeholders Help ensure Zendesk changes are aligned with broader enterprise architecture and roadmap Qualifications Required Strong hands‑on experience with Zendesk administration and configuration Experience building workflows using triggers, automations, forms, and reporting Proven ability to gather requirements and translate business needs into system solutions Experience supporting intake‑driven or case management workflows Understanding of change management and system governance practices Strong communication and documentation skills Preferred Certifications Zendesk Support Administrator certification and/or Zendesk Support Developer certification Nice to Have (Professional Experience) Experience integrating Zendesk with Salesforce and/or Certinia Familiarity with Professional Services or PSA tools Experience working within shared platform ownership models What Success Looks Like Zendesk effectively supports Professional Services workflows and intake PS requirements are clearly translated into scalable, maintainable solutions Stakeholders trust both the system and the process Changes are delivered in a controlled, well‑governed way Continuous improvements drive better user experience and data quality Equal Employment Opportunity It is the policy of Donnelley Financial Solutions to select, place, and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran status, actual or perceived sexual orientation, genetic information or any other protected status. If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access jobs.dfinsolutions.com as a result of your disability. You can request a reasonable accommodation by sending an email to View email address on click.appcast.io. At DFIN, protecting your identity is a top priority. Please be aware of scammers impersonating DFIN recruiters. DFIN recruiters will never request personal information via email or text. You will only receive a text from us if you've already been in contact. All automated messages will come from View email address on click.appcast.io. If you ever have doubts about the legitimacy of any communication from us, please do not hesitate to reach out for verification via View email address on click.appcast.io (this email is for general TA questions and is not used for updates on your application status). #BI-Remote #J-18808-Ljbffr Donnelley Financial, LLC