Config BSA

Job Summary:

At Zendesk, our IT team collaborates closely with business stakeholders to enhance the integration of technology and operations across various functional areas. As we expand our team in Pune, we are seeking a skilled IT Business Systems Analyst, Configuration with a strong focus on SaaS Finance tools. If you are passionate about configuring and maintaining SaaS solutions while transforming business requirements into actionable strategies, we want to hear from you

We seek an IT Business Systems Analyst, Configuration who thrives in a collaborative environment and is dedicated to optimizing technology configurations. The ideal candidate will possess a solid background in business systems analysis, specifically related to the configuration and maintenance of SaaS tools applied to finance operations. You should demonstrate familiarity with SaaS configuration best practices and have extensive experience with agile methodologies. Additionally, you should possess a strong foundation in requirements development and the ability to comprehend and articulate business fundamentals effectively.

As an IT Business Systems Analyst, Configuration, you will:

• Configure and Maintain SaaS Tools: Oversee the configuration, maintenance, and optimization of various SaaS applications, ensuring they align with business operations and best practices.

• Resolve tickets from business partners related to system access requests and configuration updates in finance tools (e.g. Netsuite, Coupa, Brex), collaborating with requesters as needed to ensure prompt and accurate resolution.

• Troubleshoot configuration-related issues and provide resolutions.

• Maintain comprehensive documentation of all configuration changes, ensuring that any updates or modifications are well-recorded and accessible for future reference.

• Gather and Document Requirements: Collaborate with stakeholders to gather, analyze, and document detailed business requirements, translating them into actionable specifications for technology solutions.

• Facilitate Cross-Functional Collaboration: Act as the liaison between business teams and technical resources, ensuring clear communication and alignment throughout the implementation of solutions.

• Apply Agile Practices: Actively participate in agile ceremonies, such as sprint planning and reviews, contributing to continuous improvement in the development process while promoting agile principles throughout the team.

• Leverage AI Tools for Enhancement: Utilize AI-driven tools to streamline the requirements gathering and documentation process, enhancing personal productivity and improving the efficiency of the overall workflow.

• Conduct User Acceptance Testing: Collaborate with teams to define acceptance criteria, develop test plans, and conduct user acceptance testing (UAT), ensuring solutions meet business requirements before deployment.

• Partner with BSAs to support post-implementation project efforts, assisting with the rollout of configuration changes and ensuring minimal disruption to system operations.

• Support Change Management Initiatives: Guide business partners through changes brought by new technology implementations, assisting in training, user support, and post-implementation feedback loops.

In this role, you will be guided by our core values:

• Lead with Exceptional Service: Continuously strive to exceed the expectations of our stakeholders, ensuring that our solutions and interactions reflect a commitment to exceptional service.

• Deliver the Simplest Solution: Focus on simplicity and effectiveness, prioritizing straightforward and efficient approaches that yield optimal results.

• Take Pride in Our Work: Exhibit ownership of your deliverables, ensuring all requirements and documentation reflect high standards of quality and excellence.

• Care for Each Other: Foster an inclusive team environment where collaboration and mutual respect thrive, understanding that we achieve more when we support one another.

To be successful in this role, you should have:

• System configuration: Expertise in configuring finance systems to effectively support business requests and requirements. Certifications are a plus.

• Excellent troubleshooting and problem-solving skills.

• Business Analysis Expertise: A minimum of 6 years of experience in business systems analysis, with a particular focus on SaaS applications and configuration; sample applications include one or more of: Netsuite, Adaptive, Coupa, Brex, Blackline, Celigo, Cforia

• Experience with SaaS Tools: Demonstrated experience in configuring and maintaining SaaS platforms and familiarity with industry best practices for SaaS configuration.

• Agile Methodology Experience: Practical experience applying agile practices to enhance team performance and project deliverables, demonstrating knowledge of agile frameworks.

• Requirements Development Skills: Proven ability to gather, analyze, and document complex business requirements and specifications, coupled with strong analytical and problem-solving skills.

• Proficiency in Jira or similar project management and issue-tracking software.

• Effective Communication Skills: Excellent verbal and written communication abilities, enabling you to bridge the gap between technical and non-technical stakeholders effectively.

• Team Collaboration: A collaborative and team-oriented attitude that promotes a supportive work culture while driving results.

• Growth mindset: Embraces a growth mindset by actively seeking out learning and training opportunities, soliciting feedback, and striving for continuous personal and professional development to drive team and project success.

At our organization, we celebrate diversity and inclusion as essential components of innovation and success. We strive to create an environment where every team member can flourish and contribute their unique perspectives. Step into a role that challenges you and drives meaningful impact within our organization.

If you're ready to elevate your career, contribute to transformative SaaS solutions, and embody our core values, we invite you to apply today We are an equal opportunity employer, committed to cultivating an inclusive environment where all employees can thrive.

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.