• Manage a Salesforce case queue, focusing on meeting customer facing deadlines • Participate in operational pricing tasks such as pricing tier loads, customer pricing research, credit and rebill requests, and competitive invoice analysis • Responsible for weekly/monthly/yearly updates to our tools with the most relevant information from FedEx and other data sources • Assist the team with improving current processes both internally and crossfunctionally

• Creation and evolution of chatbots • Design of conversational flows • Conversational UX • Integrations with external systems • Support, improvements and continuous evolution of automations

• Conduct studies and develop credit card approval policies • Study and monitor the different strategies applied to credit approval • Monitor, analyze, and forecast vintage (cohort) indicators • Analyze and forecast profitability • Continuously identify opportunities

**💼What is the job?** __ROLE AND ESSENTIAL FUNCTIONS__The **Business Systems Analyst (BSA) – Zendesk** is the functional owner of **Zendesk platform behavior** across customer-facing and internal service workflows. This role is accountable for translating service strategy and operational requirements into scalable configuration—routing, SLAs, automations, and reporting—while enforcing standards that prevent workflow sprawl and protect data integrity. The Zendesk BSA leads functional design, UAT acceptance, and change governance to improve customer experience, agent productivity, and operational insight. **Platform Ownership & Workflow Design** - Own Zendesk configuration across ticketing, routing, automations, triggers, SLAs, and channels - Design workflows that balance customer experience, agent efficiency, and compliance - Serve as final authority on how service requirements are implemented in the platform **Case Routing & SLA Integrity** - Build and maintain routing logic that ensures the *right work goes to the right team* - Own SLA definitions, breach handling, and escalation logic - Ensure system behavior aligns with contractual and regulatory expectations **Automation & Productivity Enablement** - Implement automations that reduce manual handling and agent friction - Continuously identify opportunities to eliminate non‑value‑add work - Partner with Ops to standardize repeatable service patterns **Reporting & Insights** - Own Zendesk data model assumptions and reporting logic - Ensure metrics accurately reflect operational reality - Enable leadership visibility into demand, performance, and bottlenecks **UAT, Change Control & Optimization** - Lead UAT for new workflows, channels, and features - Own release notes, configuration documentation, and impact analysis - Prevent configuration sprawl and workflow drift over time **AI & Capability Enablement** - Support responsible rollout of Zendesk AI features - Ensure AI augments—not obscures—service quality and accountability