Business Systems Analyst, Collaboration Tools

Business Analyst, Collaboration Tools (Google Workspace)

Zendesk is re-envisioning how we use our collaboration tools to provide an outstanding employee experience We want to be innovators with how employees are served and provide a showcase example that our industry peers can follow. Successful candidates should be experienced with managing Google Workspace (formerly G Suite) as well as other collaboration tools, successful at working with internal partners, and proficient in implementing leading SaaS applications. The successful candidate will collaborate with various internal partners, including but not limited to, Product Development, People & Places, Go To Market, and Internal Communications.

This role resides within the Enterprise-Wide Applications team and will have a variety of responsibilities, including assisting with strategic projects from start to finish, implementing governance within our collaboration applications, collaborating with leadership to develop and maintain our long-term roadmap to ensure scalable, secure, and innovative solutions to facilitate Zendesk's growth. Partner with our Global Service Desk to train the team on standard methodologies and create and maintain both internal and employee-facing documentation for supporting Google Workspace and other collaboration applications to ensure best-in-class service for all of Zendesk

This position is in-office, but candidates only have to work 2-3 days onsite per week. We require fluency in written and spoken English.

What you'll be doing

• Partner closely with various Zendesk organizations to turn short and long-term business needs into high quality, scalable, secure systems to enable Zendesk's critical initiatives.

• Develop positive relationships with business partners. Understand their goals, workflows, and processes. Use your deep system knowledge to drive system strategy/vision, design, and implementation to mutually beneficial ends.

• Work in partnership with management and business partners to prioritize and shape our team's roadmap and long-range planning.

• Assist with system improvement projects from design through implementation and support. The individual in this role will be working directly with users to collect requirements, implement, test and deploy new features on a periodic basis.

• Identify manual processes and problems for both the business and the employees who use Enterprise-Wide Applications and work to determine solutions.

• Support our Global Service Desk team in technical troubleshooting employee issues.

Basic Qualifications:

• 2+ years of experience administering Google Workspace

• Proven track record of having implemented, improved and supported enterprise-class SaaS systems. This includes planning, analysis and design, configuration, development, data migrations, system testing, cutover plan, and production support.

• Demonstrable ability to work closely with a diverse and distributed team

• Solid grasp of IT fundamentals, including SDLC, agile methodologies, and change management.

• Bachelor's degree or equivalent work experience

Preferred Qualifications:

• 2+ years of consulting experience, preferably focused on process optimization, system implementations, and application integrations.

• Experience handling multiple SaaS collaboration applications

• Certified Google Workspace Admin or Developer

• Familiar with Google Workspace APIs, using GAM, and experienced using SDLC to build and maintain integrations with Integration Platform as a Service (iPaaS) technology.

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.

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 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.