Business Applications Specialist

GENERAL PURPOSE OF JOB

The Business Applications Specialist plays a pivotal role in the maintenance, configuration, and enhancement of internal and client-facing applications, with a primary focus on Zendesk administration, workflow automation (including API integrations within Make), and the strategic implementation of AI technologies across the organization. This role partners with internal stakeholders and external vendors to optimize systems, enhance productivity, and support innovation-driven initiatives aligned with business goals.

ESSENTIAL DUTIES

• Optimize and maintain user applications to maximize effectiveness, efficiency, and ease of use
• Administer and manage Zendesk, including user roles, automations, triggers, SLAs, workflows, and views, to support cross-functional teams and improve customer experience.
• Build advanced Zendesk Explore reports and dashboards to identify performance trends and support strategic decisions.
• Design, implement, and maintain API integrations in Make (formerly Integromat) to automate workflows and improve operational efficiency across systems.
• Explore and integrate AI solutions, such as chatbots, sentiment analysis, and intelligent routing, to elevate customer and employee experiences.
• Identify opportunities to optimize and digitize business processes through data-driven analysis, emerging technologies, and industry best practices.
• Provide demo-style training and create user-facing documentation, including SOPs and best practices.
• Lead or support cross-departmental projects involving application rollouts, feature enhancements, and process reengineering.
• Serve as the subject matter expert for internal tools and applications, ensuring they are used efficiently and strategically across teams.
• Collaborate with vendors and internal stakeholders to troubleshoot and resolve complex application issues.
• Track and manage open issues, change requests, and enhancements using the PM system & ticketing tools.
• Maintain and enforce standards around application data security, risk management, and compliance policies.
• Other duties as assigned