Senior Business Systems Analyst - Atlassian

Job Description

Who were looking for

Zendesks Employee Experience Applications team shapes how 6000 colleagues connect build and ship great products. We need an outgoing innovative business systems analyst who can turn Atlassian products into a seamless workplace platformowning strategy integrations and adoption while delighting users every step of the way.

What youll be doing

• Own the Atlassian product roadmap maintaining product backlog and prioritize work to deliver value to Zendesk employees

• Partner with stakeholders to uncover pain points map processes and translate them into innovative solutions

• Lead discovery workshops rapid prototypes and proofofconcepts that unlock new ways of working

• Integrate Jira and Confluence with Slack GitHub and other SaaS tools using APIs marketplace apps and automations to automate endtoend flows

• Curate and govern plugins ensuring performance security and measurable ROI

• Design dashboards and OKRs that surface insights track adoption and tell clear stories with data

• Champion change managementcraft communication plans deliver live training and publish selfservice content that drives enthusiastic uptake

• Define and audit permission models balancing collaboration privacy and compliance requirements

• Upskill the Global Service Desk team to scale enduser support

• Optimize performance by removing unused objects in Jira (Workflows custom fields etc)

• Support content management best practices in Confluenceaudit spaces coach owners and archive stale content

• Build business cases for new technology that will scale how Zendesk delivers to customers
  

What you bring to the role

• 6 years administering Jira and Confluence and AIdriven automation features with at least 3 years in a business systems or product ownership capacity for an organization of 5000 users

• Proven record leading crossfunctional projects from discovery through rollout using Agile Prosci/ADKAR or similar frameworks

• Strong integration skills with REST APIs webhooks and scripting (e.g. Python )

• Fluency with analytics and reporting tools such as eazyBI Tableau or BigQuery

• Polished communication and facilitation skillscomfortable presenting to executives guiding power users and supporting frontline teams

• Passion for experimentation continuous improvement and simplifying complex processes

• Commitment to inclusive accessible solutions and respectful collaboration across diverse teams

About Us

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly focus on innovation and scale with their growth.

More than 100000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco Zendesk has operations in the United States Europe Asia Australia and South America.

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 were 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.