Senior Business Systems Analyst

Senior Business Systems Analyst - Backoffice Applications Who we re looking for Zendesk is a service-first CRM company that builds powerful customizable software designed to improve customer relations At Zendesk we encourage growth innovation and believe in giving back to the communities we call home We re looking for a hands-on Senior Business Systems Analyst Sr BSA with technical and functional experience who thrives in a fast-paced multi-project environment and is passionate about driving impactful change through technology In this role you ll build and drive the roadmap for our Enterprise Wide Applications team with a primary focus on Backoffice and Legal applications ecosystem and secondary focus on collaboration and productivity tools partnering closely with stakeholders across Legal Sales People Places and IT leadership to deliver scalable automated and globally consistent solutions You ll be a key player in shaping the future of Legal tech at Zendesk balancing thoughtful execution with bold innovation If you re energized by the opportunity to lead with vision optimize complex systems and deliver solutions that scale with a global enterprise we d love to meet you What you ll be doing Provide administration oversight for day-to-day activities in Docusign Ironclad and other applications as assigned Scale administrative duties by leveraging IT help desk for day-to-day activities in DocuSign Ironclad and other Legal applications as assigned Own and manage key Legal applications ensuring smooth operations performance monitoring and a scalable foundation for future growth Partner directly with Legal leadership to understand business goals identify opportunities and co-create a strategic roadmap that drives long-term impact Collaborate across teams including Architecture PMO and Business stakeholders to translate business needs into high-quality secure and scalable system solutions that support Zendesk s continued growth Leverage data analysis and reporting to assess system performance identify trends and support data-driven decision-making across Legal operations Evaluate and optimize our Legal tech ecosystem identifying opportunities to streamline consolidate or standardize tools and processes across the Employee Experience Applications portfolio Own quarterly planning and agile execution leading initiatives from discovery through delivery and post-launch support in partnership with engineering and support teams Lead software evaluations and complete vendor assessments and health assessment scorecards to ensure our tools align with our functional needs and strategic direction Build out governance framework and support change management initiatives including application migrations deprecations and stakeholder communications to ensure seamless transitions Stay ahead of the curve by regularly assessing our best-of-breed toolset for functional fit scalability and alignment with our company s tech philosophy and user experience standards Apply strong project management skills to scope initiatives define milestones manage risk and deliver value on time and within budget What you bring to the role 3 years of experience administering Legal applications for a growing enterprise 4 years of relevant SaaS industry or consulting experience plus if detailed Project Management and Change Management experience Proven ability to work autonomously and lead small to mid-sized initiatives particularly in fast-paced cross-functional settings Strong problem-solving and analytical skills with a passion for process optimization and scalable system implementations Strong project management skills with a proven ability to scope initiatives define milestones manage risk and deliver value on time and within budget Hands-on experience with contract lifecycle management CLM and a solid understanding of IT and Legal Operations including the software development lifecycle Familiarity with Agile Kanban and ITIL frameworks and a flexible pragmatic approach to delivery Excellent communication and relationship-building skills across all levels from executives to external vendors A consultative mindset backed by industry knowledge business analysis expertise and a passion for innovation and user experience Motivated by a values-driven culture that promotes ownership creativity and continuous career growth 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 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 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 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 with your specific accommodation request