Senior Business Systems Analyst

Senior Business Systems Analyst - Legal Appliations

Job Description

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.

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.

Experience LevelSenior Level

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