Support Operations Engineer

Donnelley Financial, LLC; Rockville (MD); On-site; USD 90,000 - 130,000; Full time

Job summary

Donnelley Financial Solutions in Rockville, MD, is seeking a Zendesk Solutions Analyst to represent Support Operations, lead Zendesk configuration, and optimize intake and workflow management across enterprise platforms.

You will partner with IT, Product, Support, and platform owners, translating business needs into scalable solutions, ensuring governance, security, and effective reporting, while supporting AI capabilities across the organization.

Qualifications

• 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.

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 intake, triage, routing, and operational processes.
• Partner with platform owners to test and deploy changes with governance in mind.
• Contribute to integrations using Zendesk APIs and apps as needed.
• Collaborate with IT, Product, Support and platform owners to align with enterprise standards.

Skills

Zendesk admin

Workflow automation

Requirements gathering

Change management

Documentation

Tools

Zendesk

Salesforce

Job description

Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. At DFIN, we are a values-driven organization that empowers you to build a fulfilling career while bringing your authentic self to work every day. Our "Win as One" mentality ensures that our team's success is directly linked to Client, Shareholder and Employee Satisfaction.

In 2026, DFIN was named #1 on the 2026 Top 100 Global Most Loved Workplaces by Best Practice Institute. We have also been recognized as one of America's Most Loved Workplaces for five consecutive years and a Built In Best Place to Work for six years, reflecting our continued commitment to supporting employees' total well-being. Enjoy competitive compensation, a flexible workplace, comprehensive benefits, and opportunities for professional growth. Bring your passion and talents to DFIN - because being YOU thrives here.

Summary

We are seeking a Zendesk Solutions Analyst with strong business analysis skills to represent the Support Operations organization and drive how Zendesk supports Support Operations intake, workflow management, and operational processes.

This role serves as the primary Zendesk subject-matter expert for Support Operations, partnering with platform owners, IT, and business stakeholders. Zendesk is the core focus of this role. Exposure to adjacent systems such as Salesforce and other enterprise platforms is a plus but not required and can be learned on the job.

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 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.

Business Analysis & Process Design

• 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.

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, 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.

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, operational workflow, or case management processes.
• Understanding of change management and system governance practices.
• Strong communication, facilitation, 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 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.

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 [e-mail].

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 [e-mail]. If you ever have doubts about the legitimacy of any communication from us, please do not hesitate to reach out for verification via [e-mail] (this email is for general TA questions and is not used for updates on your application status). #BI-Remote