Senior Business Systems Analyst

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About Us

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

Job Description

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, successful at working with internal partners, and proficient in managing 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, such as legacy application migrations, and enforcing governance within our collaboration applications. You will work with Enterprise-Wide Applications team members and leadership to develop and maintain our long-term roadmap to ensure scalable, secure, and innovative solutions to facilitate Zendesk's growth. You should be comfortably familiar with Google Workspace Migrations, using GAM and other SaaS API frameworks.

What you get to do every day:

• Configure, troubleshoot, monitor, and administer our catalog of Enterprise Wide SaaS applications. Everything from security and configuration audits to handling escalated support tickets to implementing new application features.
• Lead the planning, execution, and deprecation of Google Workspace migrations and other applications as assigned across organizations in partnership with senior team members.
• Collaborate within the team and across other teams teams to improve SaaS experiences for our users
• Serve as a point of escalation for the IT Support team on SaaS-related issues and participate in incident management
• Maintain documentation related to SaaS application policies, procedures, and features

What you bring to the role:

• You have experience managing and administering Google Workspace and other common SaaS applications such as Slack, Zoom and Lucid
• You have a proven ability to create policies and guidelines to enforce SaaS best practices
• You have a passion for learning new tools and technologies while working in a fast-paced environment

Basic Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field or equivalent work experience.
• Proven experience as a Business Systems Analyst, System Admin, IT Engineer, or similar role in IT project management.
• Experience with and a high level knowledge of Google Workspace Enterprise administration
• Strong knowledge of data migration best practices and strategies.
• Excellent problem-solving and analytical skills.
• Proficient understanding of business analysis principles and techniques.
• Strong written and verbal communication skills with the ability to present complex information in a clear and concise manner.
• Ability to manage and prioritize multiple tasks and projects and assist/advise support engineers in establishing appropriate priorities.

Preferred Qualifications:

• Certifications related to Google Workspace.
• Experience with Agile or Scrum methodologies.
• Experience automating system and software configurations and deployments with Python, Javascript, and or GAM.
• Knowledge of log management systems such as Splunk.
• Experience with working directly with vendors on new features and roadmaps.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and imple‐ ment. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 150,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversi‐ ty, equity, & inclusion in the workplace. Individuals seeking employment at Zendesk are considered with‐ out regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sex‐ ual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veter‐ an status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk's use of your personal information.

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.