**💼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

• Funkcionális és nem funkcionális követelmények elemzése, üzleti folyamatok értelmezése • Követelmények bontása leszállítható egységekre (user story-k) • Szakértői erőforrásbecslés készítése • Aktív ügyfélkommunikáció és egyeztetés • Logikai és fizikai rendszertervek, átfogó tervdokumentációk készítése • REST API-k és interfészek tervezése (XML/JSON alapokon) • Komplex adatbázis- és adatmodellek tervezése • Fejlesztési és release folyamatok koordinálása a fejlesztői csapattal és az üzemeltetéssel • Release dokumentációk elkészítése • Éles rendszerek üzleti és technikai támogatása • Logelemzés, teljesítményvizsgálat, hibakeresés

• Collaborate with others on initiatives critical to improving clinical outcomes for DaVita patients in line with enterprise strategy • Manage individual work streams, including projects from start to completion, and communicate recommendations to their team leads and cross-functional partners • Organize and prioritize requests from cross-functional teams within VillageHealth and across DaVita and track progress against goals • Spearhead special projects, including structuring the work, managing the process, and driving the right set of analysis • Analyze, interpret, and summarize clinical, financial, and operational data; evaluate business impact, provide recommendations, and potential solutions • Create and deliver presentations to convey complex ideas and findings in a cohesive story, summarize insights from analysis, identify next steps, and develop implementation plans to diverse audiences at every level • Solve ambiguous problems by breaking down key drivers and developing an approach to solving including recommending new or updated system functionality, changes to team processes, or work prioritization

• Source potential investments through network, research, and proactive outreach. • Conduct in-depth due diligence on protocols, teams, markets, and token models. • Build financial models, analyze on-chain data, and prepare investment memos. • Support deal negotiation, term sheet drafting, and closing processes. • Monitor and support existing portfolio companies, including performance tracking and founder assistance. • Contribute to market research, thesis development, and internal reporting. • Assist in pipeline management and weekly updates on opportunities.