Lead Systems Analyst

About the Role

Day to day, you’ll…

Zendesk & Ada Ownership

• Serves 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, and 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 Explore reporting strategy and dashboard development
• Develop operational reporting for service levels, productivity, quality, backlog, customer experience, and self-service performance.

• Provide insights and recommendations that 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 an equivalent combination of education and experience
• 6+ years of experience administering and optimizing customer support platforms such as Zendesk, Salesforce, Dynamics, or similar customer service technologies

• 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 and driving priorities across stakeholders without direct authority

• Strong analytical and problem-solving skills with the ability to identify root causes, evaluate options, and implement scalable solutions

• Strong understanding of contact center and customer support metrics including service level attainment, average handle time, agent productivity, CSAT/CES, quality scores, and backlog management

• Experience managing third-party technology vendors, platform roadmaps, contract renewals, or strategic technology partnerships

• Exceptional communication and collaboration skills, along with a comfort working and leading in a cross-functional environment

• Creative and inspiring leadership skills that support learning with a bias for action and accountability while building and maintaining strong relationships

• The ability to think strategically and tactically with a persistent problem-solving mentality

Why work for us

At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation. That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.

Pay Range Information

The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan. Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

Pay Range

$101,200.00 - $161,900.00/Yr.