Job Description

Who we're looking for

Zendesk’s Enterprise Business Intelligence & Reporting team is seeking a proactive, motivated, creative, and experienced BI professional to support a portfolio of enterprise dashboards using modern BI approaches, frameworks, and governance principles to enable scalable self-service capabilities and standards with Tableau, Looker, and Snowflake. This role requires a broad mix of business and technical savvy, collaboration, influencing decisions, and effective communication skills with key internal partners at all levels. This is your chance to build enterprise BI capabilities with a modern data stack (SaaS ecosystem) during Zendesk’s evolution.

This role will be a technical expert responsible for eliciting requirements, conducting data analysis, recommending BI solutions, and building insightful visualizations. They will also guide, advise, and enable stakeholders to effectively use our BI tools, to translate data into meaningful insights for teams and leaders to confidently take action on. The ideal candidate will be passionate about all things data, dashboards, and visualizations. This position will work closely with Business Analysts, Data Analysts, Data Scientists, Data Engineers and directly with the business units for requirements gathering, validation, and support. The BI Lead (Senior Analyst) also plays a critical role in guiding the work and mentoring of other BI Analysts to ensure we are meeting objectives and growing future talent within our BI team.

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

Job Specifications

• Demonstrated ability to translate business needs into technical solutions. Ability to embrace change, adapt to the unexpected, and focus energies, people, and solutions on practical and positive results

• Demonstrated problem solving skills with practical and creative solutions. Strong communications skills with the ability to influence various levels of leaders using data and logic

• Aptitude and drive to learn new technologies, frameworks, and analysis techniques (e.g. AI, Semantics, conversational BI, Generative BI)

• Is comfortable taking ownership for the design & implementation of technical solutions

• Strong team player; able to work effectively within a team and more broadly with people from a variety of backgrounds, locations, and functional areas.

• Advance the standardization of BI dashboards and metrics for consistency and scalability

• Clearly document BI procedures, runbooks, checklists, onboarding, and tools (e.g. Jira, Lucid, Confluence)

• Support Self-service BI training campaigns, enablement guides, FAQs, and delivery

• Support the Business Glossary, Data Dictionary, Metadata Catalog, Semantic layer, and BI (Reports) Catalog

• Manage BI Support forums (Slack, Mailbox, Zendesk tickets) with consistency and scalability

What you bring to the role (Required Qualifications)

• Bachelor Degree in Information Systems preferred, and/or equivalent experience

• 5+ years experience with demonstrated success at a BI Analyst II, BI Senior Analyst level or comparable data analytics related field, in an organization with large-scale Business Intelligence and Reporting operations

• Excellent knowledge of analytics programming languages (SQL/Python) and tools (Looker, Looker Studio, Tableau)

• In-depth understanding of data profiling, statistical analysis and data modeling concepts

• Adept in extracting and leveraging data out of data warehouse, transactional databases, object stores & API based environments

• Demonstrable experience leading large multi-functional BI projects

• Player/coach, hands-on, collaborative and strong interest in building new capabilities and BI team from the ground up

• Proven track record navigating, collaborating, and influencing business stakeholders to deliver BI solutions

• Good knowledge and experience in BI, Reporting, visualization principles, practices, and standards

• Ability to travel less than 5% of the time (e.g. US or EU offices)

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.