Note: The job is a remote job and is open to candidates in USA. Donnelley Financial Solutions (DFIN) delivers software and service solutions for financial reporting and capital markets transactions. The Support Operations Engineer, focused on Zendesk Solutions Analysis, will lead Zendesk configuration, workflow optimization, business analysis, governance, and collaboration with stakeholders to support scalable operational processes and Zendesk AI capabilities.
Responsibilities
- Serve as the Zendesk lead for Support Operations use cases
- Configure and enhance workflows, including forms, fields, triggers, automations, SLAs, and reporting
- Design solutions that support Support Operations intake, triage, workflow management, and operational 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
- Act as the primary business analyst for Support Operations Zendesk use cases
- Gather and document requirements and translate them into clear system designs
- Develop a strong understanding of Support Operations workflows, including intake, triage, routing, process management, and operational execution
- Identify opportunities to improve efficiency, data quality, automation, and user experience
- 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
- Partner cross-functionally with IT, Product, Support, Customer Success, and platform owners
- Serve as a trusted advisor to Support Operations stakeholders
- Help ensure Zendesk changes are aligned with broader enterprise architecture, governance standards, and strategic roadmap initiatives
- Work collaboratively with the Support Operations Zendesk AI Subject Matter Expert (SME) to support the evaluation, design, testing, deployment, and adoption of Zendesk AI capabilities and use cases across the organization
Skills
- • 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, operational workflow, or case management processes
- • Understanding of change management and system governance practices
- • Strong communication, facilitation, and documentation skills
- • Zendesk Support Administrator Certification and/or Zendesk Support Developer Certification
- • Experience integrating Zendesk with Salesforce and other enterprise systems
- • Familiarity with Support Operations, service delivery, customer support, or operational workflow management environments
- • Experience working within shared platform ownership models
- • Exposure to workflow automation, AI-enabled support operations, or business process optimization initiatives
- • Hands-on experience implementing and optimizing Zendesk AI Suite capabilities, including AI Agents, Copilot, Intelligent Triage, automation workflows, and AI-driven support experiences
Benefits
- A flexible workplace
- Comprehensive benefits
- Opportunities for professional growth
Company Overview
Company H1B Sponsorship