Zendesk Business Systems Analyst

Fantastic opportunity to join an industry leader and make a difference on a key team! Medline has experienced double-digit growth for 54 of the past 55 years, and we keep growing
This position will focus on delivering business capabilities using the Zendesk platform. The Business Systems Analyst will be responsible for coordinating new features and functionality, working with internal customers on customization projects, and resolving technical issues. This includes the development and support of Zendesk configurations and related applications.
As a Business System Administrator, you will be expected to have a working knowledge of the tools, applications, and software managed by the team. This position requires a self-motivated employee who has a strong passion for improving customer experiences and a drive for efficiency and process improvement.
RESPONSIBILITIES

• Gather requirements, design and implement solutions using Zendesk and connected technologies
• Full technical support and oversight of the Zendesk platform including changes, widget implementation, API integration, workflow and reporting configurations.
• Follow the team’s standard application lifecycle maintenance policies for working through the required system changes
• Follow IS Change Management policies to deliver application changes.
• Own any business communication and work prioritization for your projects with the business sponsors and provide timely status updates
• Work cross-functionally with IS teams like architecture, network security, change management, etc. to execute projects.
• Own and maintain documentation for Zendesk setup, issue resolution, customizations, etc.

COVID-19 Vaccination

Please be aware that Medline requires all employees starting in this position to be fully vaccinated against COVID-19. This position will require the successful candidate to provide proof that they are fully vaccinated by their start date. Medline is an equal opportunity employer, and will provide reasonable accommodations to those individuals who are unable to be vaccinated for COVID-19 consistent with federal, state, and local law.

QUALIFICATIONS

• Total 5+ years of system administration and analyst experience on any SaaS CRM/ERP platform (Zendesk, Salesforce, Microsoft Dynamics, Service Now, Oracle, etc.)
• Minimum 2+ years of experience in Zendesk Support module. Experience with advanced modules like Talk, Messaging, Explore, etc. is desirable.
• Experience with SaaS integrations (SAP, PeopleSoft, Active Directory, etc.) desirable.
• Experience developing reports and dashboards desirable.
• Knowledge and experience with RESTful API desirable.

Knowledge, Abilities and Characteristics of the Ideal candidate:

• Strong analytical thinking and problem-solving skills.
• Strong verbal and written communication skills.
• Effective time-management skills and the ability to prioritize work assignments.
• High level of customer focus and service excellence.
• Self-starter attitude to identify areas that need help and function without too much input.

More About Medline:
Medline is the largest privately held manufacturer and distributor of healthcare supplies in the United States, providing more than 550,000 products that serve the entire continuum of care. Our innovative products and programs can be found in most hospitals, extended-care facilities, surgery centers, physician offices, home care dealers, home health agencies and retail outlets.

Founded in 1910, Medline has grown from a small manufacturer of aprons, surgical gowns and uniforms to a thriving $20 billion global enterprise because of our dedicated people, entrepreneurial spirit and honest values. Again named one of the country’s "Best and Brightest Companies to Work For,” and once again named to Chicago Tribune’s Top Workplaces, Medline has experienced fifty-plus years of consecutive annual growth, and is headquartered in Northfield, IL.