Senior Technical Business Systems Analyst

Job Description 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 enterprisewe'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 applicationsensuring 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 teamsincluding Architecture, PMO, and Business stakeholdersto 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 executionleading 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.