Lead Business Systems Analyst

We are looking for a dynamic Senior Business Systems Analyst who thrives in a collaborative, fast-paced and fun environment. This individual will partner closely with our Go-To-Market Operations and Professional Services teams and lead key initiatives for the organization from discovery to implementation. To succeed in this role, you should be a hard-working and experienced analyst with a strong Salesforce background and a proven track record of successfully implementing SaaS solutions.

• Work closely with the Go-To-Market Operations teams and lead requirements gathering, solution design, and implementation of major projects on the platform and Salesforce CPQ, as well as other related SaaS systems.
• Manage a project portfolio with a focus on launching new products and developing new solutions for our sales organization.
• Work cross-functionally with a global team of technical developers, IT application owners and business partners from across the company.
• Use a combination of standard functionality and custom development to solve business problems, using declarative development.
• Implement and integrate third-party applications on the Salesforce platform as well as standalone SaaS applications.
• Ensure accurate testing on all solutions before deployment, including facilitation of User Acceptance Testing with business partners.
• In addition to , you will have opportunities to work within the Zendesk infrastructure & products and our outstanding application stack
• Work in integration between Salesforce and Zuora using Workato middleware.
• Work with the Renewals Team to continuously improve the renewals processes;
• Work on carrying out Root Cause Analysis for issues that may come up in Production;

• Bachelor's degree or equivalent work experience and 5+ years analyst experience.
• Salesforce Administrator Certification (ADM 201);
• Consistent track record of having hands-on implemented and supported enterprise class solutions on the platform - including requirements gathering, system design, configuration / development, testing & UAT, and production cutover;
• Experience managing systems to support enterprise sales organizations;
• Polished presenter and self-starter who can communicate effectively to a diverse audience of business and technical partners;
• Proficiency with DataLoader, , and MS Excel for data manipulation;
• Proven hands-on experience with Salesforce CPQ or a similar CPQ system;
• Proven knowledge of integration between Salesforce and 3rd party systems using a middleware (MuleSoft, Boomi, Workato, etc.);

• Salesforce CPQ (or similar) certification
• Salesforce Advanced Administrator, Platform Builder, Sales Cloud Consultant certifications;
• Experience with Software-as-a-Service (SaaS) based selling models a plus;
• Experience with Zuora Billing;
• Jira / Confluence experience a plus;
• Knowledge of Copado;
• Knowledge of Workato (or equivalent);
• Experience with Advanced Approvals

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.

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.

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 with your specific accommodation request.