[Remote] Zendesk Solutions Analyst Job Details | Donnelley Financial Solutions

Other Jobs To Apply

No other job posts for this day.

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 https://www.dfinsolutions.com/.

    • 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.

    • Back to blog

    Common Interview Questions And Answers

    1. HOW DO YOU PLAN YOUR DAY?

    This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

    2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

    When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

    3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

    Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

    4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

    With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

    5. HOW DO YOU PROCESS INFORMATION?

    Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

    6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

    Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

    7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

    Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

    8. HOW TO PRIORITIZE WORK?

    The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

    9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

    Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

    10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

    This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...