Business Analyst, Collaboration Tools

2 weeks ago

Québec, Quebec, Canada Zendesk, Inc. Full time

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Job Description
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. We want to be visionaries with how employees are served and provide a showcase example that our industry peers can follow. To succeed in our initiative, you should be experienced with managing Google Workspace (formerly G Suite) as well as other collaboration tools, successful at working with internal partners, and proficient in implementing leading SaaS applications. You will collaborate with various internal partners, including but not limited to, Product Development, People & Places, Go To Market, and Internal Communications.

This role resides within the Enterprise-Wide Applications team and will have a variety of responsibilities, including assisting with strategic projects from start to finish and enforcing governance within our collaboration applications. You will work with Enterprise-Wide Applications leadership to develop and maintain our long-term roadmap to ensure scalable, secure, and innovative solutions to facilitate Zendesk's growth. You will work closely with our Global Service Desk to train the team on best practices and create and maintain both internal and employee-facing documentation for supporting Google Workspace and other collaboration applications to ensure best-in-class service for all of Zendesk. You should be comfortably familiar with Google Workspace APIs, using GAM, and have experience using SDLC to build and maintain integrations with Integration Platform as a Service (iPaaS) technology.

What you'll be doing
  • Partner closely with various Zendesk organizations to turn short and long-term business needs into high quality, scalable, secure systems to enable Zendesk's critical initiatives.
  • Build a positive relationship with business partners. Understand their goals, workflows, and processes. Use your deep system knowledge to drive system strategy/vision, design, and implementation to mutually beneficial ends.
  • Work closely with management and business partners to prioritize and build our team's roadmap and long-range planning.
  • Assist with system improvement projects from design through implementation and support. The individual in this role will be working directly with users to collect requirements, implement, test and deploy new features on a periodic basis.
  • Identify manual processes and problems for both the business and the employees who use Enterprise-Wide Applications and work to determine solutions.
  • Support our Global Service Desk team in technical troubleshooting employee issues.
What you bring to the role
  • At least 2 years of experience managing Google Workspace (bonus if managed multiple SaaS collaboration applications), preferred to be certified Google Workspace Admin or Developer, 2+ years of consulting experience, preferably focused on process optimization, system implementations, and application integrations.
  • Proven track record of having implemented, improved and supported enterprise-class SaaS systems. This includes planning, analysis and design, configuration, development, data migrations, system testing, cutover plan, and production support.
  • Demonstrable ability to work collaboratively with a diverse and global team, ability to work with minimal oversight, manage and lead small to medium projects or parts of larger programs requiring program management involvement. Solid grasp of IT fundamentals, including SDLC, agile methodologies, and change management.
  • BS/BA or equivalent work experience
Where We Work:Fully Flexible:

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.

#LI-WO1

#LI-REMOTE

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.

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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