Job Description
We are looking for a person who thrives in a multi-project, multifaceted and lively environment to help lead an outstanding and exciting opportunity. Zendesk is driving to define how we use our own products and be a leader to our customers. To succeed in our large upcoming initiative to transform how we provide customer support, you should be a successful and experienced business systems analyst with a proven background in implementing leading customer support SaaS applications. As a Lead IT Business Systems Analyst within the IT Customer Experience Systems team, you will have a variety of responsibilities including taking strategic projects from start to finish, advising on our long term roadmap to ensure scalable and innovative solutions, and mentoring other business systems analysts on the team.
What you get to do every day:
- Drive partnership with the Advocacy organization, Finance and other Customer Experience facing organizations. Our goal is to turn short and long term business needs into high quality and scalable systems to foster Zendesk’s dynamic growth
- Lead and execute system improvement projects from design through implementation and support: expect to get your hands into the details. This role will be working directly with users to build requirements, implement, test and deploy new features and processes on a recurring basis
- Mentor and develop fellow business system analysts on our business processes, SDLC, and IT standards
- Work with leadership in business teams, IT and Enterprise Data to craft and fulfill business strategy and roadmaps for the employee experience of our own Zendesk technologies, with delivery via agile methodologies
- Analyze business problems and provide functional and/or technical mentorship for implementing an efficient solution, including fit/gap analysis
- Quickly learn new technologies, think out-of-the-box to find creative solutions, and connect with both technical and non-technical audiences
- Work in our best-of-breed Zendesk Suite, including Support, Chat, Talk, Guide, Sell and other market leading SaaS application providers
What you bring to the role:
- 6+ years of consulting experience, preferably passionate about process optimization and system implementations
- At least six years of Business Systems Analysis roles with demonstrated increases in responsibility (plus if detailed Project Management experience)
- 4 years of Zendesk Suite experience (or equivalent SaaS Customer Support application)
- Proven track record of having implemented, improved and supported enterprise class SaaS systems. This includes planning, analysis and design, configuration, development, data migrations, system testing, cutover plan, and production support
- Deep understanding of IT processes, including SDLC and change management framework
- Demonstrable ability to work autonomously, manage and lead small to medium projects or parts of larger programs requiring program management involvement
- High level of intellectual curiosity to understand current state, identify issues and provide solutions, while advising on positive and negative implications of decisions
- Strong verbal and written communication capabilities between business leaders and technical resources
- Experience with Agile Scrum methodologies and working collaboratively with a scrum team preferred
- And of course, a great sense of humor!
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 150,000 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 global diversity, equity, & 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.
Deadline for applications: 24.03.2021.
