Job Description

Zendesk is seeking a talented Senior Business Systems Analyst (BSA) to help drive platform product delivery and optimal business outcomes for the Engineering and Integration Shared Services (EISS) team, part of the CIO Strategy, Operations and Architecture (SOA) group. CIO SOA is a central element of the company’s technology and operational strategy and represents a critical investment in current and future strength of the company. This Senior BSA role focuses on delivering the platform product backlog for business-critical applications and processes, emphasizing accurate, complete and clear business requirements and helping to ensure continuing value-driven alignment on business objectives among business users, engineering and QA teams. The Senior BSA will report directly to the EISS team Senior Manager and collaborate closely with the Platform Product Manager to enable cross-functional teams both inside and outside CIO SOA, including other BSAs, Engineers, Project Delivery leads, Scrum Masters, Solution and Business Architects and PMO functions. Your shared purpose is to deliver high-quality solutions and platform shared services which are aligned with company strategy and consistent with Zendesk’s vision of excellent customer support for every software user everywhere. Acting as the prime mover on solution implementation, the Senior BSA will facilitate effective communication, ensure that product initiatives meet strategic and tactical goals, and help ensure on-target delivery of these initiatives.

This will be an ideal role for a capable BSA with a track record in Agile-style software and service delivery to broaden and deepen your experience. You will step into a fast-paced role at a market-defining global Customer Service Experience company, helping to leverage cutting-edge technologies including generative AI and best practices in Agile software and service delivery to deliver outstanding outcomes for Zendesk and for Zendesk customers.

Responsibilities:

• Work closely with business, operational, engineering and QA teams to lead requirements gathering and implementation of a wide variety of integration projects spanning enterprise Sales, Marketing, Finance and Billing and Customer Experience platforms.

• Manage a project portfolio with a dual focus on launching new capabilities and constantly improving solutions for our sales, marketing, and customer-facing teams, across more than 60 active integrations in almost every functional domain of the company.

• Work cross-functionally with a global team of technical developers and testers, IT application owners and business partners from across the company.

• Use your innate skills and experience to deeply understand the solutions you help to deliver, helping to uncover and rectify any requirement gaps, ambiguity in specifications, or problematic areas of a given solution.

• Rapidly develop comfort and power-user-level familiarity with all the enterprise systems in your portfolio, including Salesforce, Salesforce CPQ, Zuora, Marketo, Zendesk infrastructure, and a wide variety of other enterprise systems as need arises.

• Ensure accurate unit testing, integration testing and end-to-end testing has happened for all solutions before deployment, including facilitation of User Acceptance Testing with business partners when this is required.

• As the lead motivator for projects in your portfolio, play a role mentoring, enabling and unblocking and/or quickly escalating to get help for more junior team members, especially Shared Services engineers.

Qualifications and Attributes:

• Bachelor’s degree in a relevant business field or in the sciences, together with relevant analytical and software industry experience.

• 5+ years of senior Business Analyst or Process Analyst experience in SaaS or technology environments with a proven track record of successful feature delivery.

• Strong understanding of SaaS platform engineering, integration technologies, and API management for effective communication with technical teams.

• Proven experience in Agile frameworks, facilitating Scrum practices, and enabling cross-functional teams to ensure timely delivery.

• Strong analytical abilities to leverage data for decision-making, reporting and performance monitoring.

• Good communication skills to engage with diverse stakeholders, fostering collaboration and alignment and leveraging the expertise on your own team.

• Strong career focus on process improvement and facilitating optimal outcomes with well-designed platform products and systems.

• Prior experience with enterprise SaaS systems and products in one or more of the Sales, Marketing, Finance and Customer Service domains.

• Comfortable functioning as an effective team player in a highly distributed environment, with a mix of co-located globally dispersed teammates.

Preferred Skills:

• Basic familiarity with relevant iPaaS, low-code/no-code and data integration tools and platforms (e.g., Workato, Google Suite, Tableau, Fivetran) to support platform product delivery.

• Advanced familiarity with Salesforce, including an understanding of Salesforce standard and custom objects, basic knowledge of Salesforce reporting, and an ability to understand and define effective processes making use of Salesforce platform capabilities.

• Facility with designing and deploying practical operational metrics using standard BI tools to assess and maintain platform product health.

• Experience in user testing and gathering feedback to drive product enhancements that meet end-user needs.

• Ability to mentor team members, fostering a collaborative and innovative team culture.

• Knowledge of industry best practices in product management and software development to ensure product success.

• Passion for technology and innovation, with a commitment to staying current with industry trends and advancements.

This is an important role that offers the opportunity to work closely with a wide range of stakeholders. However, it also requires availability three days a week from 12:00 PM to 8:00 PM.

About Zendesk

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.