Job Description

At Zendesk, we strive to enhance the employee experience through our Employee Help Center, an integrated platform designed to connect employees with essential resources across IT, HR, Legal, Finance, and other departments. Our mission is to streamline employee interactions by leveraging technology and innovative solutions that drive productivity and satisfaction.

Who we're looking for:

We are seeking an experienced Business System Analyst to join our Employee Help Center team. You will act as a critical liaison between business stakeholders and technology teams, ensuring the smooth execution of systems and workflows that improve employee support services. Your insights and analysis will help us refine and optimize our internal service delivery through data-driven decision-making and strategic system enhancements.

What you'll be doing:

• Collaborate with Employee Experience leadership and various business units to gather, analyze, and document business requirements focused on employee services.

• Translate business needs into detailed functional specifications and system designs that align with organizational goals.

• Evaluate current Employee Help Center workflows and identify opportunities for process improvements and system automation.

• Partner with technical teams, including engineers and developers, to implement changes, enhancements, and integrations in our employee support platforms.

• Facilitate communication between stakeholders and engineering teams to ensure clear understanding of project scope, timelines, and deliverables.

• Conduct user acceptance testing (UAT) and support training sessions to ensure smooth adoption of new functionalities.

• Monitor system performance and user feedback, proactively proposing solutions to improve overall employee support experience.

• Maintain thorough documentation of system processes, workflows, and requirements to support knowledge sharing and ongoing maintenance.

• Support change management initiatives related to Employee Help Center tools and processes.

What You Bring to the Role:

Basic Qualifications:

• 3+ years of experience as a Business System Analyst, preferably working with employee-facing systems or internal service platforms.

• Strong analytical and problem-solving skills with the ability to assess complex business processes.

• Proficiency in requirements gathering, business process modeling, and documentation.

• Familiarity with service management platforms such as Zendesk or similar tools is highly desirable.

• Experience working with cross-functional teams, including technical and non-technical stakeholders.

• Excellent communication skills, both written and verbal, with the capability to present ideas clearly to diverse audiences.

• Ability to manage multiple projects simultaneously, ensuring timely delivery of requirements and solutions.

• Bachelor’s degree in Business Administration, Information Technology, Computer Science, or a related field, or equivalent professional experience.

Nice to Haves:

• Zendesk Administrator certification or equivalent.

• Experience with Agile methodologies and tools such as Jira or Confluence.

• Knowledge of integration and automation tools.

• Understanding of data analytics and reporting platforms to support decision-making.

• Prior exposure to HR, IT, or employee service operations.

What We Offer:

• Competitive salary and benefits package.

• Flexible hybrid work environment supporting both remote and on-site collaboration.

• Opportunities for professional growth and continuous learning in an innovative, supportive setting.

• Chance to positively impact employee experience across the organization through meaningful technology and process improvements.

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.

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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.

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.