Lead Systems Analyst
H&R Block · Remote, PA, US
About this role
**Lead Systems Analyst** ## About the Role Day to day, you’ll: ### Zendesk & Ada Ownership - Serve as the primary owner for **Zendesk** and **Ada** within Wave Support Operations - Define and prioritize the platform roadmap in partnership with Customer Support, Product, Process Excellence, and Technology stakeholders - Evaluate new platform capabilities and determine how Zendesk and Ada can better support customer and agent experiences - Balance operational needs, technical requirements, and business priorities when making platform enhancement decisions ### Platform Administration and Technical Operations - Own the administration and configuration of Zendesk and Ada, including: - workflows, automations, triggers, routing rules - macros, forms, user roles, and permissions - Manage platform maintenance, testing, release readiness, and production support activities - Troubleshoot platform issues and partner with internal technology teams and vendors to resolve defects - Ensure platform configurations align with operational processes and business requirements - Coordinate user acceptance testing and implementation activities for new functionality ### Support Operations Optimization - Partner with Support Operations leaders to identify opportunities to improve: - agent productivity - case handling efficiency - customer outcomes - Evaluate ticket routing, queue management, escalation workflows, and automation opportunities to improve performance - Support continuous improvement initiatives through workflow analysis, root cause investigation, and technology-enabled solutions - Translate operational pain points into platform and process improvements ### Reporting, Insights, & Vendor Governance - Own Zendesk reporting strategy and dashboard development - Develop operational reporting for service levels, productivity, quality, backlog, customer experience, and self-service performance - Provide insights and recommendations to help leadership make informed operational decisions - Serve as primary relationship owner for Wave Support Operations tooling - Establish governance processes for platform changes, release management, and adoption ## Required Qualifications - BS/BA in a related field (or equivalent combination of education and experience) - **6+ years** of experience administering and optimizing customer support platforms (e.g., Zendesk, Salesforce, Dynamics, or similar) - Hands-on experience configuring and maintaining support technologies, including workflows, automations, routing logic, user permissions, integrations, reporting, and system administration - Experience partnering with support operations teams to improve agent workflows, productivity, customer experience, and operational performance - Comfort in highly matrixed organizations with strong influencing skills across stakeholders - Strong analytical and problem-solving skills; ability to identify root causes, evaluate options, and implement scalable solutions - Strong understanding of contact center and customer support metrics (service level attainment, AHT, productivity, CSAT/CES, quality scores, backlog management) - Experience managing third-party technology vendors, platform roadmaps, contract renewals, or strategic technology partnerships - Exceptional communication and collaboration skills; comfortable working and leading cross-functionally - Creative, inspiring leadership with a bias for action and accountability - Strategic and tactical thinking with a pe
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