Senior Business Systems Analysis Lead

Job Description

Who we're looking for

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.

What you'll be doing

• Work closely with the Go-To-Market Operations teams and lead requirements gathering, solution design, and implementation of major projects on the Salesforce.com 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.

• Support the sales opportunity lifecycle, including but not limited to: Account management, Opportunity management, Quoting/Document generation, and Renewals management.

• Consult on projects which overlap with our CRM platform to ensure long-term scalability and sound architectural design. 

• Maintain key system and process documentation for our CRM platform, revising with business input as required.

• Respond to escalations related to our CRM system and develop processes to ensure system availability.

• Use a combination of standard functionality and custom development to solve business problems.

• 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 Salesforce.com, you will have opportunities to work within the Zendesk infrastructure & products and our outstanding application stack!

• Work with Workato as a middleware between systems.

What you bring to the role

Basic Qualifications:

• Bachelor’s degree or equivalent work experience and 5+ years Salesforce.com analyst experience.

• Salesforce Administrator Certification (ADM 201);

• Consistent track record of having implemented and supported enterprise class solutions on the Salesforce.com 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, Workbench.io, and MS Excel for data manipulation.

• Proven experience with Salesforce CPQ or a similar CPQ system; 

• Advanced Approvals knowledge

• Conga knowledge

Preferred Qualifications:

• Salesforce Advanced Administrator, Platform Builder, Salesforce CPQ (or similar), 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

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 peopleandplaces@zendesk.com with your specific accommodation request.