Senior Business Analyst

Full Job Description

Job Responsibilities:

• The Zendesk Functional consultant is the primary person in charge of configuring Zendesk Support or Zendesk Sell based on the customer's needs.
• Responsible for ensuring the adoption and configuration of Customer Service best practices, recommendations, and configuration.
• Responsible for onboarding and introducing the Zendesk platform to new users
• Responsible for training the Customer how the configure Zendesk and recommend best practices
• Collaborate with the Zendesk Team
• Provide assistance with technical issues
• Revise existing configuration and suggest improvements
• Willingness to work in continuous night shift to support US customers.

Job Skills:

• Knowledge of Zendesk CRM and Zendesk administration
• Preferably Zendesk Support Administrator Expert Certified
• Business Analyst skill set to understand and capture customer requirements.
• Ability to troubleshoot software-related issues
• Experience in project management is a plus
• An analytical mind with problem-solving abilities
• A team player with excellent communication and presentation skills
• Customer service orientation
• Interpersonal skills
• BSc/BA in computer science, IT, Business Administration or relevant field; MSc/MBA in business will be a plus
• Experience with remote desktop applications and help desk software is a plus
• Prior experience in tech support, desktop support, or a similar role is a plus

Experience Required: 2 or more years of experience in using Support/Helpdesk systems

Job Details
Primary Location: Pune
Other Locations: Mumbai
Employee Status: Permanent
Shift: Day Job
Job Posting: Jul 20, 2026, 9:30:00 AM
Primary Skills.: Business Analysis^CPBA^Consulting
Project Name: Zendesk PS
Project Manager Name: Kripal Bisht
Project Manager Email: Kripal.Bisht@xoriant.com