Job Description

Who we're looking for

We are seeking a highly skilled and experienced Analyst to lead the "Analysis" area within our Business Intelligence (BI) team. This role requires a strong balance of technical and soft skills (50%-50%) and will be instrumental in establishing the foundation and direction of the analysis function.

The ideal candidate will possess excellent leadership, management, and analytical capabilities, with the ability to define new methodologies, standards, good practices, and key data governance guidelines. This person will be responsible for creating the analysis area from scratch, ensuring data cleanliness, obtaining impactful insights, and outlining next steps for the business.

Beyond foundational work, the successful candidate will lead projects, deliver presentations to stakeholders, and mentor peers on proper, business-impacting analysis techniques. They are expected to assume leadership of the team when the manager is unavailable.

What you'll be doing

• Works directly with internal customers to refine requirements and validate output to ensure solutions will meet expectations.

• Apply technical knowledge to translate business needs into BI solutions

• Develop and improve user learning materials, FAQs, checklists that fosters self-service and self-sufficiency

• Conduct moderate to complex data profiling and analysis to evaluate data sources to determine the best source for business information

• Acquiring, transforming and translating data into actionable dashboards, reports, or datasets that has a substantial impact on the functional area of support

• Performing moderate to complex statistical analysis to investigate issues and present recommendations to stakeholders that build trust with the dashboards

• Collaborate with data engineers and business users to perform data validation and testing activities as appropriate

• Develop and build upon existing expertise of the data ecosystem (data lake) as well as emerging trends in business intelligence technologies (e.g. AI, Conversational BI, Generative BI)

• Develop and maintain BI platform operations and administration procedures, checklists, and runbooks for a global support team

Required Skills and Experience

• Experience: 6+ years working in Analytics or BI.

• Technical Proficiency:

SQL

• Data Analysis

• Experience Building Dashboards

• Business Acumen: Strong Business Understanding and Experience.

• Leadership: Management Skills.

Nice to Have

• Management Experience

• Python

• Looker

• Tableau

• Project Management

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

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.