Senior Business Process Analysis Analyst

The Sr Business Process Analyst, Global Services role will lead and manage reporting governance within the Global Services organization by developing and enforcing standards for both operations-approved and field-generated reports. This role supports a long-term strategy for enhanced, complex services reporting by partnering with Sales Operations, while also providing agile support for ad-hoc reporting needs to senior leadership. The analyst will collaborate closely with field and operations teams to develop, maintain, and own key reports, dashboards, and analytics'”including Salesforce/Certinia reporting tools'”to enable data-driven decision making. Strong financial acumen is essential for success in this role.**What you will do**:- Develop and enforce reporting governance and standards across all Global Services operations and field-generated reports to ensure accuracy, consistency, and reliability.- Collaborate with Sales Operations, Global Services leadership, and Customer Success teams to support a scalable reporting strategy aligned with services delivery and revenue recognition standards.- Design, build, and maintain reports, dashboards, and analytics primarily leveraging Salesforce, Certinia, and Zendesk internal tools to measure key Global Services metrics such as project profitability, utilization, time to value/start, and customer satisfaction.- Provide ad-hoc data-driven insights to senior leadership to support timely decision-making around service delivery, resource allocation, and revenue optimization.- Work cross-functionally to gather reporting requirements and translate them into actionable, maintainable reporting solutions that enable operational efficiency and service quality.- Monitor data quality, identify and resolve reporting discrepancies, and implement controls to maintain the integrity of Global Services data and reporting outputs.- Identify opportunities for reporting process improvements, including automation and standardization, to streamline workflows in Certinia and related tools.- Act as a resource and trusted advisor on reporting best practices, data governance, and analytics within the Customer Experience function.- Support end-user training and change management efforts to improve adoption of reporting tools and governance among field and operations teams.- Stay current on analytics trends and emerging technologies to recommend enhancements to Global Services reporting capabilities.- Provide primary backup support to the Business Operations function in weekly and monthly revenue forecasting processes and related reporting.- Ensure strict compliance with Zendesk's data privacy policies and regulatory requirements in all reporting activities.**What you have:Â**- Bachelor's degree in Business Administration, Finance, Data Analytics, Information Systems, or a related field; MBA or advanced degree is a plus.- 3+ years of experience in business process analysis, reporting, or business intelligence within Professional Services, Global Services, or software/SaaS environments.- Demonstrated ability to develop and implement reporting governance frameworks and reporting standards.- Strong hands-on experience with Certinia (formerly FinancialForce PSA), Salesforce reporting, and dashboard creation.- Proven ability to design and maintain complex reports and dashboards that support both operational and strategic decisions.- Solid financial acumen with the ability to analyze project profitability, margins, and related financial metrics.- Experience collaborating cross-functionally with Sales Operations, Finance, RevOps, Accounting, and regional teams to gather requirements and deliver insights.- Experience supporting Customer Experience (CX), Professional Services, or Customer Success teams is a plus.- Excellent analytical and problem-solving skills, with strong attention to detail and a data-driven approach.- Comfortable navigating ambiguity and clarifying next steps based on diverse stakeholder inputs.- Strong verbal and written communication skills, able to communicate complex data insights to diverse audiences.- Ability to manage multiple priorities in a fast-paced, agile environment while meeting deadlines.- Working knowledge of data governance principles, data quality management, and compliance with data privacy regulations.- Proficiency with Google Suite and eagerness to learn new technologies and tools as needed.- Familiarity with Zendesk products and ecosystem is helpful but not required.- Passion for teamwork and a commitment to delivering a world-class global customer experience.**Where We Work**Zendesk is not your average tech company. We have all the stuff you'd expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental