CX Systems Analyst

About The Position

Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth, while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.

Today, Guesty has 15 offices and 700+ team members across the globe.

We are seeking an Information Systems Analyst to join our Information Systems department. In this role, you will take ownership of Zendesk, our customer experience (CX) system, and act as a technology partner to the CX organization. This is a hands-on role focused on managing Zendesk-related projects and providing ongoing system support to optimize customer experience operations.

Responsibilities

Responsibilities:

• Serve as the technical owner of the Zendesk system and its integrations.
• Collaborate with CX teams (Customer Support, Knowledge Management, Process Automation, and QA) to align system capabilities with business processes.
• Analyze business requirements and implement customizations, integrations, and configurations to enhance Zendesk functionality.
• Lead Zendesk implementation and enhancement projects from planning to execution.
• Provide day-to-day operational support, troubleshooting, and system maintenance for Zendesk.
  
  

• 3+ years of hands-on experience administering customer experience (CX) systems (Zendesk preferred but not required).
• Strong understanding of CX best practices and key performance indicators (KPIs).
• Familiarity with AI-driven CX tools and automation capabilities.
• Process-oriented mindset with proven project management skills.
• Self-motivated, results-driven, and able to work effectively under pressure.
• Excellent communication and presentation skills in English.
• Previous experience in a global company.
• Bachelor's degree in Information Systems, Industrial Engineering, or a related field.