Note: The job is a remote job and is open to candidates in USA. Donnelley Financial Solutions (DFIN) is a values-driven organization that empowers employees to build fulfilling careers. They are seeking a Zendesk Solutions Analyst to serve as the primary subject-matter expert for Zendesk within the Professional Services organization, focusing on optimizing workflows and enhancing system configurations.
Responsibilities
- Serve as the Zendesk lead for Professional Services use cases
- Configure and enhance workflows, including forms, fields, triggers, automations, SLAs, and reporting
- Design solutions that support PS intake, triage, and delivery 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 Professional Services Zendesk use cases
- Gather and document requirements; translate them into clear system designs
- Develop a strong understanding of PS workflows (intake → triage → execution)
- Identify opportunities to improve efficiency, data quality, 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 and platform owners
- Serve as a trusted advisor to Professional Services stakeholders
- Help ensure Zendesk changes are aligned with broader enterprise architecture and roadmap
Skills
- 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 or case management workflows
- Understanding of change management and system governance practices
- Strong communication and documentation skills
- Zendesk Support Administrator certification and/or Zendesk Support Developer certification
- Experience integrating Zendesk with Salesforce and/or Certinia
- Familiarity with Professional Services or PSA tools
- Experience working within shared platform ownership models
Benefits
- Competitive compensation
- A flexible workplace
- Comprehensive benefits
- Opportunities for professional growth
Company Overview
DFIN is the leading global provider of compliance and regulatory software and services, fueling end-to-end investment company regulatory compliance needs, complex capital markets transactions, and essential financial reporting at every stage of the corporate lifecycle. It was founded in 1983, and is headquartered in Chicago, Illinois, USA, with a workforce of 1001-5000 employees. Its website is https://www.dfinsolutions.com/.Company H1B Sponsorship
Donnelley Financial Solutions (DFIN) has a track record of offering H1B sponsorships, with 6 in 2025, 3 in 2024, 3 in 2023, 6 in 2022, 5 in 2021, 7 in 2020. Please note that this does not guarantee sponsorship for this specific role.