This position is needed to bring our Customer Support and Operations teams to the next level with systems, tools, and automated workflows that improve their productivity.

Twilio is seeking a Business Systems Analyst with strong application configuration, system architecture, and workflow building skills.

In this role, you will partner with our Customer Support and Operations teams to understand their business needs and deliver appropriate systems solutions.

Responsibilities:

• Own the design, configuration, and maintenance of our Zendesk instance and associated integrations - including triggers, automation, macros, queries, and dashboards.

• Have empathy for our users' needs and help improve existing processes and innovate new processes utilizing Zendesk to improve client/customer experience.

• Collaborate with other Zendesk Business Analysts/teams/functional groups to ensure cross-functional alignment.

• Use a combination of standard functionality and custom development to solve business problems and simplify the design of our support system (Zendesk), in a way that is scalable and extensible as we onboard new businesses to Twilio.

• Be responsive to the needs of our internal users, and efficiently convert requirements into technical solutions that meet the needs of our business teams.

Qualifications:

• 5+ years of experience with system design and configuration of Zendesk.

• Knowledge of configuring triggers, automation, macros, queries, explore reports, and dashboards within Zendesk.

• Proactive collaborator and documenter, partner with other teams and stakeholders to deliver the right solutions (based on data) at the right time (well-prioritized) with high quality.

• Passionate about getting the best out of our third-party systems, integrating them into our ecosystem, and extending them with custom-built solutions which address unmet business needs.

• Familiar with industry standards, and curious about new applications and technologies.

• Excellent written and verbal communication skills.

• You will be attending stakeholder meetings including support governance and ops product lead meetings to bring back asks to the admin team and propose solutions.

• Propose AI and Automated solutions within Zendesk that can help the business.

• Familiarity with JIRA/Confluence/Google Suite to document requirements, processes, and solutions.

Desired:

• Zendesk Support Administrator Certification is preferred.

• Experience with Salesforce, workforce management tools, QA, and other auxiliary systems is a plus.

• Technically savvy and preferably have experience with APIs, Java scripting, communications, enterprise software, and/or cross-channel systems.

• Hands-on experience working in a customer support or services organization.

What We Offer:

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.

Offerings vary by location.

Based on role, employees may also be eligible for additional compensation and benefits, including but not limited to incentive programs, commissions, equity grants, health and wellness benefits, retirement contributions, and paid time off.

The estimated pay ranges for this role are as follows:

• $99,760.00 (Developing Minimum)

• $124,700.00 (Mid)

• Target Bonus Percentage 12.50%

The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things.

That's why we seek out colleagues who embody our values , something we call Twilio Magic.

Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer.

We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

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What you'll do

The Application engineer is driving projects as a technology and business expert by creating and directing the technology and innovative solutions that help users receive, control and manage information and diffusing across PS&P Manufacturing ensuring robust, repeatable and controlled methods to maximize business value and support plant characteristics enhancements.

• Deployment of analytical and systems solutions related but not limited to Data collection, reporting systems, data processing, product quality including plans & targets to improve the business operating capabilities
• Support testing and development of solutions before deployment.

What you need

• Proficient knowledge in dashboard development in analytical tools such as Power Bi, Tableau and SQL
• Understanding code development in Python and Java Scripting

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