Lead Business Process Analysis Analyst

Zendesk
Mexico
Workplace: HybridFull timeFunction: Administration & Executive AssistanceExperience: 5+ yearsSkills: ["Interpersonal skills","Presentation skills","Stakeholder management","Change management","Communication"]

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.

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FursaFursa
Zendesk
Zendesk
4 weeks ago

Lead Business Process Analysis Analyst

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 days agoStatus: Live
Reposted: similar role first listed 4 weeks ago

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
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
Glassdoor: 4.0
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