Business Systems Analyst, Collaboration Applications

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Who we're looking for

Are you someone who thrives in a multi-project, multifaceted environment? Do you love to work on high profile projects? If so, you may be the right fit for this role. Zendesk is re-envisioning how we use our collaboration tools to provide an outstanding employee experience. As a Business Systems Analyst on the Enterprise Wide Applications team, you will work with top-tier applications like Google Workspace, Slack, Zoom, and many more. This role will focus on Data Loss Prevention (DLP) projects across our applications. To be successful you must excel at proactively identifying risks, analyzing root causes of DLP incidents, and spearheading projects to remediate these issues. This role necessitates strong cross-functional collaborations, analytical prowess, and the ability to translate business requirements into actionable technical solutions.

What you'll be doing

• Rigorously investigate DLP risks and incidents to identify root causes. Employ data analytics, internal reports, and partner with our threat monitoring and response team to create a comprehensive understanding of each incident.
• Actively collaborate with business partners and our end users to gather detailed requirements and translate into scalable solutions. Your work will bridge the gap between technical solutions and business needs, ensuring that projects align with strategic goals.
• Lead and develop detailed project plans focused on prevention and remediation of issues. Manage project milestones from initiation through completion. Utilize Jira to maintain visibility and control over project timelines and deliverables.
• Collaborate with internal stakeholders to establish and enforce governance policies across our SaaS applications.
• Serve as an escalation point for DLP incidents. Work closely with Security and IT Teams to ensure effective and timely resolution.
• Create and maintain how-to documentation for employees, specific to our applications detailing how to work with new and changing DLP policies, incident remediation efforts, and preventive measures. Generate reports to provide insights into the effectiveness of remediation efforts.

What you bring to the role

• A Bachelor's degree in Information Technology, Computer Science, a related field, or equivalent professional experience.
• Proven experience in managing and administering key SaaS applications such as Google Workspace, Slack, and Zoom with a strong understanding of DLP programs and best practices.
• Strong proficiency in using analytical tools for data collection, analysis, and report generation.
• Exceptional verbal and written communication skills. Capable of presenting complex information in an easily understandable manner.

Preferred Qualifications:

• Certifications specific to Google Workspace, Zoom, Slack, or other top-tier SaaS applications
• Previous experience with Data Loss Prevention initiatives or programs.
• Previous experience with Agile or Scrum project management methodologies.
• Scripting and automation skills in Python, JavaScript, or GAM.

Where We Work:

In this role, you'll work primarily remotely with the support of a dynamic and caring team. We'll provide you with the digital tools and experiences to be together–even when we're apart. Being digital first doesn't mean we're digital only. You'll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.

Annual Base Salary Range: 80, ,000.00 CAD Annual

#LI-REMOTE

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.

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.

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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.

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