Sr Business Systems Analyst, Zendesk

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Zendesk is a service-first CRM company that builds powerful, customizable software designed to improve customer relations. At Zendesk, we encourage growth, innovation and believe in giving back to the communities we call home

We are looking for a hands-on, techno-functional Technical Lead that thrives in a multi-project, fast-paced, and lively environment. As a Technical Lead , you will be responsible for optimizing and automating the internal implementation of Zendesk, by partnering with business system analysts, functional leaders, and Zendesk agents.

In this role, you will strive to scale our systems, while focusing on globally consistent and automated solutions to increase efficiency and improve the employee experience

• Configure, develop, and deploy custom solutions using Zendesk APIs, SDKs, and developer tools
• Manage technical activities related to application operations, migrations, and upgrades, ensuring timely and accurate execution.
• Troubleshoot system pain points and provide effective solutions within established timeframes.
• Create procedures and scripts for monitoring and automating manual processes.
• Maintain up-to-date system documentation for configuration and troubleshooting known issues.
• Ensure the technical health of the Zendesk product on an ongoing basis.
• Keep a centralized record of Zendesk enhancements and releases, and maintain subject matter expertise in the product.
• Provide guidance on how to maximize our implementations and stay updated on the latest features.
• Act as an escalation point for departmental and business technical issues

• 5+ years of hands-on technical experience with analyzing, designing, and supporting Zendesk implementations
• Experienced Zendesk Administrator with deep product knowledge
• Recommend, manage, and perform advanced Zendesk configurations
• Familiar with Zendesk APIs and can design new automations and integrations
• Experience with HTML, JSON, JavaScript, CSS, and RESTful APIs is expected, but server side experience with Java, Ruby, or another modern language is also great
• You have a strong understanding of other related technologies (Curley Bars, Javascript, REST APIs, HTML, etc)
• Experience with Product Development Lifecycle and DevOps Tools like GIT, and JIRA
• Experience using BI Tools (ex. Tableau) and integrating with data warehouses (ex. BigQuery, Snowflake)
• Good verbal and written communication skills, with the ability to work with both technical and non-technical stakeholders.
• Confident and able to multi-task and manage expectations in a fast-paced environment with competing priorities.
• Passionate about process optimization and system implementations

Being digital first doesnât mean weâre digital only. 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 Mexico City office on a weekly basis for part of the week. The specific in-office schedule is to be determined by the hiring manager.

#LI-WO1

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

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.

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.

About Zendesk - Champions of Customer Service

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 experiencesâand we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether youâre collaborating from your home office, a Zendesk workspace, or the kitchen table, youâre part of one team at Zendesk.

Zendesk is an equal opportunity employer, and weâre 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.

Zendesk crée des logiciels pour de meilleures relations avec les clients. Nous donnons aux organisations le pouvoir d'améliorer l'engagement envers leurs clients et de mieux les comprendre. Les produits de Zendesk sont faciles à utiliser et à implémenter. Ils donnent à nos clients la souplesse d'agir rapidement, la possibilité de se concentrer sur l'innovation et de suivre la croissance de l'entreprise.

Plus de 150 000 clients payants utilisent les produits Zendesk dans plus de 150 pays et territoires. Situé à San Francisco, Zendesk est actif aux Ãtats-Unis, en Europe, en Asie, en Australie, et en Amérique du Sud.

Vous êtes curieux à propos de notre implication dans la communauté? Découvrez la fondation Zendesk Neighbor Foundation pour en apprendre plus et comprendre notre contribution dans nos communautés.

Zendesk est un employeur promouvant lâégalité des chances dâemploi et nous sommes fiers de nos efforts continus pour favoriser la diversité globale, lâéquité et lâinclusion en milieu de travail. Les décisions d'embauche sont prises selon des critères professionnels sans égards à la race, l'origine ethnique, la couleur, la religion, le genre, l'orientation sexuelle, l'identité de genre, le statut d'état civil, l'âge, l'information génétique, le pays d'origine, les handicaps, le statut de militaire ou de vétéran ou d'autres classifications protégées par la loi applicable.

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