System Analyst

System Analyst – Remote (Contract)Duration: 6 months (potential extension)

Location: 100% Remote

Shift: Flexible schedule (must be open to supporting U.S. and international time zones)

Industry: Technology / Customer Experience

Type: W2 Contractor through Swoon

About the Role

A leading client of Swoon in the technology and customer experience industry is looking for a System Analyst to join their Customer Experience (CX) team. This is a contract position focused on administering, improving, and supporting internal customer support platforms like Zendesk and Amazon Connect, as well as developing automation and integrations across tools.

This is a high-impact role supporting a global organization with a strong emphasis on system efficiency, automation, and cross-functional collaboration. Ideal for someone who enjoys problem-solving, scripting, and working closely with support and engineering teams.

Key Responsibilities

• Manage and configure third-party support platforms such as Zendesk, Amazon Connect, and other CX systems.
• Automate recurring tasks using scripting (preferably Python).
• Handle user onboarding, access provisioning, ticket routing, and system workflows.
• Build and maintain API integrations between tools and internal systems.
• Partner with stakeholders (CX, Ops, Engineering, Product) to gather requirements and implement solutions.
• Own system upgrades, troubleshooting, and incident response.
• Maintain detailed documentation including process flows, SOPs, and training materials.
• Participate in sprint planning and contribute to the technical roadmap for support operations.
• Provide guidance or light training on system usage when needed.

Required Qualifications

• 2–5+ years of experience as a System Analyst, Support Administrator, or similar role in a CX/Customer Support environment.
• Strong hands-on experience with Zendesk.
• Experience with scripting languages (preferably Python) for task automation.
• Experience integrating tools via APIs.
• Familiarity with platforms like Salesforce Service Cloud, Freshdesk, Intercom, or Kustomer.
• Excellent troubleshooting skills and attention to detail.
• Strong written and verbal communication skills.

Nice-to-Haves

• Experience with Amazon Connect and AWS services (Lambda, S3, DynamoDB, Kinesis).
• Knowledge of security best practices related to permissions and access control.
• Experience with vendor management and SaaS platforms.
• Exposure to omnichannel support (chat, voice, social, SMS).
• Ability to train users and create user-friendly documentation.
• Certifications such as Zendesk Admin or Salesforce Admin.