Senior Zendesk Business Systems Analyst

Twilio Inc.

Job Overview

Location

Remote - Canada

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Zendesk Business Systems Analyst at Twilio, you will play a critical role in elevating the efficiency and effectiveness of Twilio’s Customer Support and Operations teams by designing, configuring, and maintaining scalable Zendesk solutions that directly impact customer experience and internal productivity.
• You will own the end-to-end lifecycle of Zendesk system enhancements — from gathering business requirements and configuring triggers, automations, macros, and dashboards to integrating third-party tools and proposing AI-driven automation — ensuring solutions are scalable, extensible, and aligned with Twilio’s global support operations.
• You will collaborate closely with cross-functional teams including program managers, data, engineering, and operations stakeholders to translate business needs into technical solutions, prioritize initiatives based on data, and maintain high-quality documentation using JIRA, Confluence, and Google Suite.
• Twilio is a remote-first, globally inclusive company shaping the future of communications, where your work will empower hundreds of thousands of businesses and millions of developers to build personalized customer experiences, all while fostering a culture of innovation, connection, and Twilio Magic.
• In this role, you will deepen your expertise in enterprise service systems, gain exposure to AI-integrated workflow automation, and grow as a strategic partner who bridges business needs with technical execution — positioning you for leadership in business systems, support operations, or enterprise architecture within a fast-scaling tech leader.

🎯 Requirements

• 5+ years of hands-on experience designing, configuring, and maintaining Zendesk instances, including triggers, automation, macros, queries, Explore reports, and dashboards
• Proven ability to collaborate proactively with stakeholders, document requirements clearly, and prioritize solutions based on data and business impact
• Excellent written and verbal communication skills, with experience presenting in stakeholder meetings such as support governance and ops product lead sessions
• Familiarity with JIRA, Confluence, and Google Suite for documenting processes, requirements, and solutions
• Passion for integrating third-party systems and extending Zendesk with custom-built solutions (e.g., via APIs, JavaScript) to address unmet business needs
• Preferred: Zendesk Support Administrator Certification; experience with Salesforce, workforce management tools, QA systems, or enterprise software

🏖️ Benefits

• Competitive pay range: $99,760.00 (Developing Minimum) to $124,700.00 (Mid) with a target bonus percentage of 12.50%
• Generous time off, ample parental and wellness leave, comprehensive healthcare, and retirement savings program
• Opportunities for additional compensation including incentive programs, equity grants, and wellness benefits
• Remote-first work environment with flexibility to work from Ontario, British Columbia, or Alberta, Canada
• Support for community impact through volunteering and donation matching via Twilio.org
• Access to Twilio’s culture of innovation, inclusion, and ‘Twilio Magic’ — empowering employees to bring their full selves to work

Skills & Technologies

Java

Senior

Remote

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Twilio Inc.

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About Twilio Inc.

Twilio Inc. provides cloud-based communications platforms that enable developers to integrate voice, messaging, video, email, and authentication into applications via APIs. Founded in 2008, the company offers programmable services for SMS, voice calls, WhatsApp, email, and IoT connectivity, serving enterprises, startups, and communication service providers globally. Twilio operates a pay-as-you-go model, allowing customers to scale usage without managing underlying telecom infrastructure. The company is headquartered in San Francisco, California, and trades on the New York Stock Exchange under the symbol TWLO.

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