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Who we are
We're Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you’re welcome.) At Redis, you’ll work with the fastest, simplest technology in the business—whether you’re building it, telling its story, or selling it to our 10,000+ worldwide customers. We’re creating a faster world with simpler experiences. You in?
Why would you love this job?
As a Business Systems Analyst, you will play a critical role in ensuring the smooth operation and continuous improvement of our Zendesk, PSA tools, and Salesforce systems. You’ll be part of a team of experts focused on system administration, troubleshooting, and process optimization, enabling teams to work more efficiently and make data-driven decisions.
This role offers the opportunity to work closely with cross-functional teams, designing and implementing scalable solutions that enhance customer operations. You’ll have a direct impact on streamlining workflows, improving system reliability, and shaping how we use technology to support business needs.
If you enjoy problem-solving, optimizing processes, and working in a collaborative, fast-paced environment, this position provides the perfect blend of technical challenges and strategic influence. Plus, you’ll gain hands-on experience with cutting-edge tools while driving meaningful improvements across the organization.
Job Responsibilities
- Administer and maintain Zendesk and PSA tools, managing user accounts, reports, dashboards, workflows, and other routine system tasks.
- Design, implement, and support medium to high-complexity configurations and low to medium-complexity customizations to meet evolving business needs.
- Perform regular system maintenance in alignment with Zendesk and Cloud Coach best practices.
- Troubleshoot and resolve issues related to Zendesk, PSA, integrations, and third-party plugins, ensuring system reliability and performance.
- Respond to urgent system issues as needed, addressing critical disruptions in a timely manner.
- Maintain accurate and up-to-date Jira tickets, documenting status, solutions, and outcomes for all requests.
- Create and update comprehensive documentation for system configurations, processes, and procedures, ensuring clarity and accessibility for stakeholders.
- Develop and maintain reports and dashboards to provide actionable insights into support operations, enabling data-driven decision-making.
- Partner with cross-functional teams to identify process improvement opportunities, leveraging Zendesk and PSA capabilities to enhance operational efficiency.
Qualifications
- Bachelor’s or Master’s degree in Computer Science, Business Administration, Information Technology, or a related field, or equivalent professional experience.
- 2-4 years of hands-on experience as a Zendesk Administrator.
- Zendesk Administrator certification or equivalent experience is required.
- Experience with Salesforce and Professional Services Automation (PSA) tools; relevant certifications are a plus.
- Strong verbal and written communication skills, with the ability to collaborate across teams and translate technical concepts for non-technical stakeholders.
- Familiarity with APIs, JavaScript, and enterprise software integrations is a plus.
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