Job Description

Who we're looking for

The Business Process Analyst role will be responsible for supporting the analysis and process mapping for the evolution of Zendesk’s operations, and core Business Processes. This role will be a key contributor to championing the customer experience by analyzing, identifying, and implementing Business Process changes across Zendesk’s Operations, enhancing the customer experience.

What you'll be doing

• Analyze improvement opportunities, data, and workflows to identify trends and opportunities for measurable operational improvements (ex. process; performance; continuous; workflow) across people, process, and technology in CX
• Understand, identify and analyze organizational processes and workflows, and facilitate and implement recommendations for optimization and improvement
• Create diagrams, maps, and flowcharts to illustrate new and existingprocesses/workflows
• Develop programs to support overall improvement opportunities
• Manage programs on a regular basis to ensure sustainment and overall program health and maturity
• Organize daily activities based on goals of the CX organization and overall improvement needs
• Conduct data analysis to identify trends and recommend solutions that will improve process efficiency and effectiveness
• Proactively and thoroughly manage project timelines, identifying key milestones, and consulting on work through execution and measurement
• Resolve project issues through direct action or escalation, when necessary
• Develop process maps and other documentation to clearly communicate process improvements to a variety of audiences
• Documents the current state and future state to properly identify process, people and system requirements needed to achieve process goals
• Manage cross functional, cross collaborative projects to timeline
• Manage work through asynchronous, and synchronous tactics
• Act as a consultant on process improvement activities across the Customer Operations organization
• Assist with the development of improvement tools and templates, and maintain a set of common process improvement tools that can be shared to other working teams
• Performs ongoing reviews, and presentations with Advocacy leadership to ensure common understanding and expectations
• Builds and maintains relationships with key stakeholders to identify areas of opportunity for improvement
• Participates in a measurable iterative improvement environment
• Effectively communicates across Zendesk appropriately and as needed

Basic Qualifications:

• Leads with impact & influence
• Establishes credibility, effectively persuades and develops others, and achieves important objectives collaboratively
• Champions Zendesk culture and empowers employees to take responsibility for their jobs and goals
• Maintains transparent communication and showcases strong communication, interpersonal, and presentation skills
• Appropriately communicates organization information through department meetings, one-on-one meetings, and appropriate email, and regular interpersonal communication
• 2+ years of experience, process mapping through process tools.
• Experience with Zendesk
• Project management experience/skills and through execution.
• You must be fluent in English

Where We Work:

Fully Flexible:

In this role, you’ll work primarily remotely with the support of a dynamic and caring team. We’ll provide you with the digital tools and experiences to be together–even when we’re apart. Being digital first doesn’t mean we’re digital only. You’ll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.

#LI-WO1

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.