Senior Technical Business Analyst, Zendesk

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 homeWe are looking for a hands-on, techno-functional Senior Business Systems Analyst that thrives in a multi-project, fast-paced, and lively environment. You will be responsible for optimizing and automating the internal implementation of Zendesk, by partnering with business systems 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**What you'll be doing**:- Configure, develop, and deploy custom solutions using Zendesk APIs, SDKs, and developer tools- Act as an escalation point for departmental and business process issues- Troubleshoot system difficulties 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.- Develop test scripts and oversee UAT to ensure quality and functionality of the system.- Ensure the technical health of the Zendesk product on an ongoing basis.- Keep a centralized record of Zendesk enhancements and releases, and maintain domain expertise in the product.- Provide guidance on how to improve our implementations and stay updated on the latest features.**What you bring to the role**:Basic Qualifications:- 5+ years of hands-on technical experience with analyzing, designing, and supporting Zendesk implementations- Experienced Zendesk Administrator with deep product knowledge- You can 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 greatPreferred Qualifications:- Good verbal and written communication skills, with the ability to work with both technical and non-technical partners.- Confident and able to multi-task and manage expectations in a fast-paced environment with competing priorities.- Passionate about process optimization and system implementations- 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)**Where We Work**:Being digital first doesn’t mean we’re 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-RW1**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 experiences—and 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 you’re collaborating from your home office, a Zendesk workspace, or the kitchen table, you’re part of one team at Zendesk.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.