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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
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.
