Business Systems Analyst

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 1,00,000 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.

Who we’re looking for

Zendesk’s Employee Experience Applications team shapes how 6,000+ colleagues connect, build, and ship great products. We need an outgoing, innovative business systems analyst who can turn Atlassian products into a seamless workplace platform—owning strategy, integrations, and adoption while delighting users every step of the way.

What you’ll be doing

• Own the Atlassian product roadmap, maintaining product backlog, and prioritize work to deliver value to Zendesk employees.
• Partner with stakeholders to uncover pain points, map processes, and translate them into innovative solutions.
• Lead discovery workshops, rapid prototypes, and proof‑of‑concepts that unlock new ways of working.
• Integrate Jira and Confluence with Slack, GitHub, and other SaaS tools, using APIs, marketplace apps and automations to automate end‑to‑end flows.
• Curate and govern plug‑ins, ensuring performance, security, and measurable ROI.
• Design dashboards and OKRs that surface insights, track adoption, and tell clear stories with data.
• Champion change management—craft communication plans, deliver live training, and publish self‑service content that drives enthusiastic uptake.
• Define and audit permission models balancing collaboration, privacy, and compliance requirements.
• Upskill the Global Service Desk team to scale end‑user support.
• Optimize performance by removing unused objects in Jira (Workflows, custom fields, etc).
• Support content management best practices in Confluence—audit spaces, coach owners, and archive stale content.
• Build business cases for new technology that will scale how Zendesk delivers to customers.

What you bring to the role

• 6+ years administering Jira and Confluence and AI‑driven automation features, with at least 3 years in a business systems or product ownership capacity for an organization of 5,000+ users.
• Proven record leading cross‑functional projects from discovery through rollout, using Agile, Prosci/ADKAR, or similar frameworks.
• Strong integration skills with REST APIs, webhooks, and scripting (e.g., Python, Node.js).
• Fluency with analytics and reporting tools such as eazyBI, Tableau, or BigQuery.
• Polished communication and facilitation skills—comfortable presenting to executives, guiding power users, and supporting frontline teams.
• Passion for experimentation, continuous improvement, and simplifying complex processes.
• Commitment to inclusive, accessible solutions and respectful collaboration across diverse teams.

Please note that this role requires candidates to work in US Shift.

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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 peopleandplaces@zendesk.com with your specific accommodation request.