Senior Lead Business Process Analyst
ZendeskAbout the role
Job Description
The Senior Lead Business Process Analyst role will be responsible for leading ongoing transformation efforts focused on the evolution of Zendesk’s operations, and core business processes. In this role, you will take the lead in planning, performing, and implementing process improvement initiatives using methodologies such as Lean and Six Sigma. You will evaluate existing processes, partner to determine metrics for measurement, and identify opportunities for future improvements, all while working autonomously to drive results.
Responsibilities
Lead various continuous improvement activities across Zendesk’s continuous improvement lifecycle stages of analysis, discovery, implement, measure, and sustain.
Lead the coordination and achievement of business goals pertaining to Operational Excellence cost and efficiency improvements.
Demonstrated ability to manage a portfolio of process improvement initiatives, balancing short-term gains with long-term strategic goals.
Experience in prioritizing projects within the portfolio based on organizational objectives, resource availability, and potential impact.
Strong understanding of resource allocation and capacity planning to ensure effective execution of multiple initiatives simultaneously.
Ability to assess project performance and outcomes, making data-driven decisions to optimize the portfolio for maximum efficiency and effectiveness.
Skilled in utilizing project management tools and methodologies to track progress, manage risks, and communicate updates to stakeholders.
Proficiency in project management methodologies and tools, with experience in planning, executing, and monitoring projects effectively.
Ability to prioritize tasks and manage multiple projects simultaneously while meeting deadlines.
Strong relationship-building skills to foster partnerships with stakeholders across various departments.
Serve as staff subject matter expert for continuous improvement practices, and change management by facilitating improvement programs and projects.
Act as an advisor on continuous improvement activities across the Customer Operations organization.
Assist with the development of improvement tools and templates, and maintain a set of common process improvement tools that can be shared to other working teams.
Resolve project issues through direct action, problem solving techniques, and/or escalation, when necessary.
Builds and maintains relationships with key stakeholders to identify areas of opportunity for improvement.
Delivers recommendations based on initiative outcomes and results.
Creates a measurable iterative continuous improvement environment
Experience
5+ years of experience, process mapping through process tools. Workflow design
Experience with using Zendesk
Project management experience/skills and through execution.
Proficient use of Google Suite, including Sheets, Slides, and Docs
Proficient use of project management tools (e.g.: Smartsheet, Asana, Jira, Confluence)
PMP, or Six Sigma certification preferred
Establishes credibility, effectively persuades and develops others, and achieves important objectives collaboratively
Champions Zendesk culture and empowers employees to take responsibility for their jobs and goals
Maintains transparent communication and showcases strong communication, interpersonal, and presentation skills
Appropriately communicates organization information through department meetings, one-on-one meetings, and appropriate email, and regular interpersonal communication
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