Job
Description
Business Analyst, Collaboration Tools Zendesk is re-envisioning how we use our collaboration tools to provide an outstanding employee experience! We want to be innovators with how employees are served and provide a showcase example that our industry peers can follow. Successful candidates 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. The successful candidate 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, implementing governance within our collaboration applications, collaborating with leadership to develop and maintain our long-term roadmap to ensure scalable, secure, and innovative solutions to facilitate Zendesk s growth. Partner with our Global Service Desk to train the team on standard methodologies 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! This position is in-office, but candidates only have to work 2-3 days onsite per week. We require fluency in written and spoken English. What youll 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. Develop positive relationships 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 in partnership with management and business partners to prioritize and shape 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 Basic Qualifications: 2+ years of experience administering Google Workspace 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 closely with a diverse and distributed team Solid grasp of IT fundamentals, including SDLC, agile methodologies, and change management. Bachelors degree or equivalent work experience Preferred Qualifications: 2+ years of consulting experience, preferably focused on process optimization, system implementations, and application integrations. Experience handling multiple SaaS collaboration applications Certified Google Workspace Admin or Developer Familiar with Google Workspace APIs, using GAM, and experienced using SDLC to build and maintain integrations with Integration Platform as a Service (iPaaS) technology. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law.
