Lead Business Systems Analysis - Rapid Product Adoption

Key Skills

Aartificial intelligence, Agile methodologies, Business Analytics, Confluence, Effective communication skills, IT, JIRA, Leadership Skill, Machine learning techniques, Planning and organization, Project management, SaaS, Scrum Agile Methodology, SDLC, UI design, UX design

Job Description

The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

We are looking for a person who thrives in a multi-project, dynamic and lively environment to help lead outstanding and exciting opportunities. Zendesk adopts our own products and solutions to drive exceptional customer experiences. This role is pivotal in identifying opportunities for the continued adoption of Zendesk tools and technologies to drive our customer support function and to showcase the capabilities and benefits of our tools in a live business setting.

To be successful in this role, the ideal candidate is an experienced Zendesk tools administrator and business systems analyst with a solid background in assessing, prototyping and implementing leading customer support SaaS applications. This role is at the forefront of our efforts to realize the advantages and capabilities of our own tools, including our efforts to expand and adopt AI and machine learning to drive agent efficiency and improve the customer support experience at Zendesk.

As a LeadIT Business Systems Analyst within the IT Customer Experience Systems team, this role has a variety of responsibilities including taking strategic projects from start to finish and leading the governance of customer facing applications. The position is dynamic and intended to evaluate, facilitate and drive the early adoption of CX technologies being developed by our Zendesk product teams. As such, the candidate should be comfortable with frequent multitasking among product, product engineering, IT technical, business, strategic and planning activities. This role works with IT CXS leadership, CX Business leadership and Zendesk Product teams to explore new technology opportunities, assess their usage at Zendesk, prototype and evaluate adoption options, and partner with the CX Customer experience systems team in delivering solutions in support of Zendesk business operations.

What you get to do every day:

• Partner closely with internal customer facing organizations, product and product engineering, and other key stakeholders, including our Customer Experience, Finance, and Sales organizations. Our goal is to enable amazing customer experiences leveraging new and developing Zendesk technologies to foster Zendesk’s multifaceted growth.
• Collaborate with stakeholders across Zendesk to facilitate the enablement and rapid adoption of Zendesk technologies and solution capabilities. Explore options to be the example of how best to adopt Zendesk tools in a complex support environment, showcasing these capabilities to Zendesk customers.
• Work closely with CX and other Zendesk business partners to understand business processes, goals and gaps, and how these could be made more efficient and effective through the adoption of new or upcoming Zendesk product capabilities.
• Quickly learn new technologies, be on the forefront of new product feature releases and connect with both technical and non-technical audiences on how these could be used in the Zendesk business. 
• Prototype, test, evaluate and explore new product features and capabilities, and help drive the rapid adoption of these at Zendesk.
• Support 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, product to understand capabilities and the broader CX organization to implement, test and deploy new features and processes on a recurring basis
• Work with engineering and associated functions (UI/UX) to bring clarity to requirements in order to facilitate a successful outcome and delivery.
• Collaborate with Business Technology development teams and other business analysts in the planning, prioritization, design, development and deployment of new projects & system enhancements
• Responsible for understanding business requirements and creating documentation as needed; i.e. Business requirements documents (BRDs), process flows, storyboards, business cases, gap analysis (as is vs. to be) documents etc
• Accurately and effectively communicate stakeholder needs to bridge the gap between business areas, product and enterprise platforms.
• Analyze business problems and provide functional and/or technical guidance for implementing an efficient solution, including fit/gap analysis
• Work in our best-of-breed Zendesk Suite, including Support, Chat, Talk, Guide, Sunshine Conversations, Sell and other market leading SaaS application providers.

What you bring to the role:

• At least 5 years of Zendesk Administrative and Business Systems Analysis experience. 
• Zendesk Suite experience (or equivalent SaaS Customer Support application)
• In depth understanding of SaaS systems. This includes planning, analysis and design, configuration, development, data migrations, system testing, cutover plan, and production support
• Solid understanding of IT processes including prototyping Agile, rapid solution adoption, SDLC and change management framework.

• High level of intellectual curiosity to understand the current state, identify issues and provide solutions, while advising on positive and negative implications of decisions, adaptable and comfortable with shifting priorities.
• Strong verbal and written communication capabilities between business leaders and technical resources, works well with others and develops effective relationships with diverse personalities. 
• Experience with Agile Scrum methodologies and working collaboratively with a scrum team preferred
• And of course, a great sense of humor!

Nice to have:

• Scrum and/or Agile certifications
• Experience using project management and documentation software like Smartsheets, Jira and Confluence
• Flowchart and diagramming software like Lucidchart
• Zendesk Product certifications
• The US annualized base salary range for this position is $113,000.00-$169,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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.