Senior Business Systems Analyst

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 wel