Zendesk Solutions Architect, Support Operations

Donnelley Financial Solutions (DFIN); Northern (KY); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Donnelley Financial Solutions (DFIN) is seeking a Zendesk Solutions Analyst to lead Support Operations Zendesk initiatives, translate business needs into scalable solutions, and collaborate with IT and stakeholders. The role focuses on intake, triage, routing and governance to ensure secure, effective support operations.

The ideal candidate will have hands-on Zendesk configuration experience, strong analysis skills, and the ability to work with enterprise platforms like Salesforce.

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 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

Zendesk administration

Workflow design

Requirements gathering

Change management

Communication skills

Tools

Zendesk APIs

Salesforce

Job description

Donnelley Financial Solutions (DFIN) is seeking a Zendesk Solutions Analyst to lead Support Operations Zendesk initiatives, translate business needs into scalable solutions, and collaborate with IT and stakeholders. The role focuses on intake, triage, routing and governance to ensure secure, effective support operations.

The ideal candidate will have hands-on Zendesk configuration experience, strong analysis skills, and the ability to work with enterprise platforms like Salesforce.