Zendesk Solutions Architect, Support Operations

Donnelley Financial Solutions (DFIN); United States; On-site; USD 90,000 - 140,000; Full time

Job summary

Donnelley Financial Solutions (DFIN) is seeking a Zendesk Solutions Analyst with strong business analysis skills to represent the Support Operations organization and drive Zendesk‑driven intake, workflow management, and operational processes.

You will serve as the Zendesk SME, collaborating with platform owners, IT and stakeholders to configure workflows, forms, triggers, automations, SLAs, and reporting, while ensuring governance and security.

Qualifications

• Strong hands-on Zendesk administration and configuration.
• Experience building workflows with 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, 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.
• Collaborate with IT, Product, Support, and cross‑functional teams.

Skills

Zendesk administration

Workflow automation

Requirements gathering

Change management

Communication skills

Cross-functional collaboration

Tools

Zendesk

Salesforce integration

Job description

Donnelley Financial Solutions (DFIN) is seeking a Zendesk Solutions Analyst with strong business analysis skills to represent the Support Operations organization and drive Zendesk‑driven intake, workflow management, and operational processes.

You will serve as the Zendesk SME, collaborating with platform owners, IT and stakeholders to configure workflows, forms, triggers, automations, SLAs, and reporting, while ensuring governance and security.