Senior Systems Analyst, Business Operations

Checkr is looking for a Senior Systems Analyst to oversee the architecture, implementation, automation workflows, and ongoing maintenance of the systems and tools that comprise the underlying infrastructure of Operations at Checkr.  In this role, you will partner with our Customer Support, Candidate Experience and other Operations teams to understand their business needs and deliver appropriate systems solutions.  You will work closely with our program managers, data, systems and corporate engineering teams to enable world-class experiences for our customers and internal business teams.  

Responsibilities:

• Act as the business owner for the full Operations software stack
• Project manage new systems implementations / transformations / feature upgrades 
• Define the overall Operations and customer support systems roadmap, prioritize projects based on operational goals, and align on resourcing and prioritization with our business applications team. 
• Improve customer experience, ticket deflection, and agent productivity through Zendesk optimization and other systems architecture.
• Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with the Business Applications team to implement those fixes
• Document standards, guidelines, technical configurations and runbooks, and operating procedures for admins and end-users. 
• Use a combination of standard functionality and custom development to solve business problems and simplify the design of our Support system (Zendesk), in a way that is scalable as we onboard new businesses

What you bring:

5+ years working experience designing and implementing systems and infrastructure for a customer support organization, preferably within tech. 

• Extensive knowledge of customer support operations and support software, including newer AI and support automation technology  
• Deep Zendesk admin experience including experience configuring triggers, automation, macros, queries, reports and dashboards 
• Strong project management and communication skills
• A security minded approach and experience developing multi-layered and auditable system controls, integrations, processes, and procedures. 

What you get:

• A fast-paced and collaborative environment
• Learning and development allowance
• Competitive compensation and opportunity for advancement
• 100% medical, dental and vision coverage
• Flexible PTO policy
• Monthly wellness stipend, home office stipend

One of Checkr’s core values is Transparency. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings. We use geographic cost of labor as an input to develop ranges for our roles and as such, each location where we hire may have a different range. If this role is remote, we have listed the top to the bottom of the possible range, but we will specify the target range for an exact location when you are selected for a recruiting discussion. The salary range for this role is $93,925 to $195,500.

Equal Employment Opportunities at Checkr

Checkr is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Checkr believes that the gathering and celebration of unique backgrounds, qualities, and cultures enriches the workplace.   

Checkr also welcomes the opportunity to consider qualified applicants with prior arrest or conviction records. Checkr’s commitment to diversity extends to hiring talented individuals in spite of a prior criminal history in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.