[Remote] Zendesk Solutions Analyst Job Details | Donnelley Financial Solutions

Note: The job is a remote job and is open to candidates in USA. Donnelley Financial Solutions (DFIN) is a values-driven organization that empowers employees to build fulfilling careers. They are seeking a Zendesk Solutions Analyst to serve as the primary subject-matter expert for Zendesk within the Professional Services organization, focusing on optimizing workflows and enhancing system configurations.ResponsibilitiesServe as the Zendesk lead for Professional Services use casesConfigure and enhance workflows, including forms, fields, triggers, automations, SLAs, and reportingDesign solutions that support PS intake, triage, and delivery processesPartner with platform owners to test and deploy changes in alignment with governance standardsContribute to integrations using Zendesk APIs and apps as neededAct as the primary business analyst for Professional Services Zendesk use casesGather and document requirements; translate them into clear system designsDevelop a strong understanding of PS workflows (intake → triage → execution)Identify opportunities to improve efficiency, data quality, and user experienceFollow established systems governance, version control, and release management practicesSupport change management activities, including impact analysis, testing, documentation, and user readinessEnsure Zendesk changes adhere to security best practices, role-based access controls, and compliance standardsMaintain clear documentation for configurations, workflows, and process guidelinesPartner cross-functionally with IT and platform ownersServe as a trusted advisor to Professional Services stakeholdersHelp ensure Zendesk changes are aligned with broader enterprise architecture and roadmapSkillsStrong hands-on experience with Zendesk administration and configurationExperience building workflows using triggers, automations, forms, and reportingProven ability to gather requirements and translate business needs into system solutionsExperience supporting intake-driven or case management workflowsUnderstanding of change management and system governance practicesStrong communication and documentation skillsZendesk Support Administrator certification and/or Zendesk Support Developer certificationExperience integrating Zendesk with Salesforce and/or CertiniaFamiliarity with Professional Services or PSA toolsExperience working within shared platform ownership modelsBenefitsCompetitive compensationA flexible workplaceComprehensive benefitsOpportunities for professional growthCompany OverviewDFIN is the leading global provider of compliance and regulatory software and services, fueling end-to-end investment company regulatory compliance needs, complex capital markets transactions, and essential financial reporting at every stage of the corporate lifecycle. It was founded in 1983, and is headquartered in Chicago, Illinois, USA, with a workforce of 1001-5000 employees. Its website is https://www.dfinsolutions.com/.Company H1B SponsorshipDonnelley Financial Solutions (DFIN) has a track record of offering H1B sponsorships, with 6 in 2025, 3 in 2024, 3 in 2023, 6 in 2022, 5 in 2021, 7 in 2020. Please note that this does not guarantee sponsorship for this specific role.