Zendesk Solutions Engineer - Support Operations

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

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.