Senior Analyst, Enterprise Architecture

Job Description
At Zendesk, a rapidly expanding cloud-based software company, we use SaaS applications to improve our business operations. As we grow, we're experiencing increased complexity and expanding our technology and teams to keep pace with exciting new challenges. We're in search of a Senior Analyst for Enterprise Architecture, proficient in governing our application landscape, steering the design of our integrated solutions, and enabling Zendesk to efficiently achieve its strategic goals through application rationalization and consolidation.
As an individual contributor, you'll be a key partner to business, engineering, and IT teams to comprehend our current setup and help us simplify and improve how we use software across Zendesk. Your work will help create standards across Zendesk on how to best solve problems, determine whether it is a process or system issue, evaluate technologies, and choose the best solution for Zendesk. You will guide strategies for rationalizing applications, enabling clarity and efficiency in our systems, and supporting growth across the company. This role will let you build your leadership skills by influencing cross-team initiatives, defining standards, and shaping the future of our technology landscape in a fast-moving, supportive environment.
Staying updated with emerging technologies and how we use our current technologies is important. Your role involves making evidence-based, practical recommendations based on their relevance to our business. You will lead and facilitate our Enterprise Architecture Review Board, where you are responsible for driving consensus over our application landscape by continuously refining our decision-making processes to effectively assess the need for new solutions.
What You'll Be Doing

• Be part of a multicultural global team that has direct participation in key decisions that drive major company-wide projects.
• Analyze and design enterprise-wide technology solutions, tackling the business's most complex problems.
• Create capability models, perform technology assessments, develop current and future state diagrams, and formulate solution best practices to incorporate into strategic plans.
• Build bridges between IT and business by connecting with global stakeholders, influencing and fostering relationships, and driving cross-team initiatives.
• Lead and facilitate the Enterprise Architecture Review Board, partnering with the business to help decide which new systems to adopt.
• Manage software request ticket queues, making thoughtful decisions on new software and integrations.
• Develop dashboards to track applications, ownership and expenditure, sharing insights with leadership.
• Serve as a Saas knowledge hub, understanding the use cases, integration patterns, and capabilities of all enterprise-level software.
• Continuously mature the Enterprise Architecture program to adapt to Zendesk's evolving needs.
• Create an application rationalization model and drive initiatives to reduce software redundancies and optimize costs.
• Stay current on industry trends and emerging technologies to recommend best-fit solutions.
• Advise on integration strategies, platforms, and application infrastructure to implement efficient solutions that realize business value.
• Act as a key contact between technical teams and business audiences during solution development.
• Promote architectural and compliance standards to ensure sustainable growth.

Required Experience

• Bachelor's or Master's degree in Computer Science, Information Management, Economics or similar.
• 4+ years of experience in IT architecture or technology deployment, preferably with 2+ years in Enterprise Architecture tools and frameworks
• Experience and familiarity with Enterprise Architecture concepts and methods

Preferred Experience & Skill Set

• Comfortably explaining new and complex concepts to both technical and non-technical teams
• Experienced in building enterprise architecture artifacts like Business Capability Maps, Business Process Flows, Current/Future State Architecture, core concepts, and key decisions.
• Skilled at working with senior executives, making recommendations that drive positive change.
• Demonstrate an interest in leading change through enterprise architecture principles.
• Excel at converting business objectives into technical specs and driving tech changes.
• Proactively build and influence relationships with key leaders.
• Possess superior problem-solving, communication, and analysis abilities.
• Curious and eager to learn continuously about cutting-edge technologies.
• Learn quickly and effectively manage multiple priorities at once.
• Demonstrate strong self-motivation to stay productive and focused in a fast-paced, deadline-driven environment.
• Listen attentively and collaborate positively with stakeholders.
• Familiar with Lean-Agile principles and development environments

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).

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.

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.

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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 with your specific accommodation request.