Zendesk

3 days ago

Lead Business Process Analysis Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Lead transformation efforts that improve Zendesk Operations through continuous improvement and AI-driven automation. Own end-to-end process lifecycle work—analysis, discovery, implementation, measurement, and sustainability—while coordinating cost and efficiency initiatives via project and change management. Partner across technical and non-technical teams, act as an AI and change management subject-matter expert, and advise on scalable continuous improvement across Customer Operations.

Location: Mexico City

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Mid level

Key Responsibilities

•Lead continuous improvement activities across analysis, discovery, implementation, measurement, and sustainability with a focus on integrating AI solutions.
•Coordinate and drive cost and efficiency business goals using end-to-end project management and change management practices.
•Facilitate cross-functional decision-making across technical and non-technical teams so AI initiatives meet business needs.
•Serve as the staff expert for continuous improvement practices, change management, and the ethical application of AI tools.
•Develop improvement tools, templates, and standardized AI prompts/process frameworks; present findings and outcomes with leadership and stakeholders to measure automated initiative success.

Key Requirements

•5+ years of experience in process mapping, workflow design, and process tool utilization.
•Proven experience in project management, leading initiatives from conception through execution.
•Proficiency in the Zendesk suite for customer support and operational management.
•Expert use of Google Suite (Sheets, Slides, Docs) and project management tools such as Asana, Jira, Smartsheet, or Confluence.
•Experience identifying use cases for Large Language Models (LLMs), Generative AI, or process automation to address business bottlenecks; change management certification is a plus (Procsi preferred).

Experience:5+ years

Skills:Interpersonal skillsPresentation skillsStakeholder managementChange managementCommunication

Certifications:Procsi

Tech Stack:ZendeskGoogle SheetsGoogle SlidesGoogle DocsAsanaJiraSmartsheetConfluenceLarge Language Models (LLMs)Generative AIAI-driven automation

Company Brief

Zendesk

Provides cloud-based customer service and engagement software, including help desk, ticketing, chat, and CRM tools that enable businesses to manage customer support, self-service, and omnichannel communication at scale.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Decacorn (USD 10B+)

Funding: Private Equity Backed

Headquarters: San Francisco, United States

Founded: 2007

Glassdoor: 4.0

Website LinkedIn Glassdoor

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Zendesk

3 days ago

Lead Business Process Analysis Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Location: Mexico City

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Mid level

Key Responsibilities

•Lead continuous improvement activities across analysis, discovery, implementation, measurement, and sustainability with a focus on integrating AI solutions.
•Coordinate and drive cost and efficiency business goals using end-to-end project management and change management practices.
•Facilitate cross-functional decision-making across technical and non-technical teams so AI initiatives meet business needs.
•Serve as the staff expert for continuous improvement practices, change management, and the ethical application of AI tools.
•Develop improvement tools, templates, and standardized AI prompts/process frameworks; present findings and outcomes with leadership and stakeholders to measure automated initiative success.

Key Requirements

•5+ years of experience in process mapping, workflow design, and process tool utilization.
•Proven experience in project management, leading initiatives from conception through execution.
•Proficiency in the Zendesk suite for customer support and operational management.
•Expert use of Google Suite (Sheets, Slides, Docs) and project management tools such as Asana, Jira, Smartsheet, or Confluence.
•Experience identifying use cases for Large Language Models (LLMs), Generative AI, or process automation to address business bottlenecks; change management certification is a plus (Procsi preferred).

Experience:5+ years

Skills:Interpersonal skillsPresentation skillsStakeholder managementChange managementCommunication

Certifications:Procsi

Tech Stack:ZendeskGoogle SheetsGoogle SlidesGoogle DocsAsanaJiraSmartsheetConfluenceLarge Language Models (LLMs)Generative AIAI-driven automation

Company Brief

Zendesk

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Decacorn (USD 10B+)

Funding: Private Equity Backed

Headquarters: San Francisco, United States

Founded: 2007

Glassdoor: 4.0

Website LinkedIn Glassdoor