<h2>Job Description</h2><p style="text-align:inherit"></p><h2><span style="color:#366091"><span style="font-size:14px">Who we're looking for </span></span></h2><p><span style="color:#000000"><span style="font-size:14px">Zendesk’s Enterprise Business Intelligence & Reporting team is seeking a proactive, motivated, creative, and experienced BI professional to support a portfolio of enterprise dashboards using modern BI approaches, frameworks, and governance principles to enable scalable self-service capabilities and standards with Tableau, Looker, and Snowflake. This role requires a broad mix of business and technical savvy, collaboration, influencing decisions, and effective communication skills with key internal partners at all levels. This is your chance to build enterprise BI capabilities with a modern data stack (SaaS ecosystem) during Zendesk’s evolution.</span></span></p><p><span style="color:#000000"><span style="font-size:14px">This role will be a technical expert responsible for eliciting requirements, conducting data analysis, recommending BI solutions, and building insightful visualizations. They will also guide, advise, and enable stakeholders to effectively use our BI tools, to translate data into meaningful insights for teams and leaders to confidently take action on. The ideal candidate will be passionate about all things data, dashboards, and visualizations. This position will work closely with Business Analysts, Data Analysts, Data Scientists, Data Engineers and directly with the business units for requirements gathering, validation, and support. The BI Lead (Senior Analyst) also plays a critical role in guiding the work and mentoring of other BI Analysts to ensure we are meeting objectives and growing future talent within our BI team.</span></span></p><p><br /></p><h2><span style="color:#366091"><span style="font-size:14px">What you'll be doing </span></span></h2><ul><li><p><span style="color:#000000"><span style="font-size:14px">Works directly with internal customers to refine requirements and validate output to ensure solutions will meet expectations. </span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Apply technical knowledge to translate business needs into BI solutions</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Develop and improve user learning materials, FAQs, checklists that fosters self-service and self-sufficiency</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Conduct moderate to complex data profiling and analysis to evaluate data sources to determine the best source for business information</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Acquiring, transforming and translating data into actionable dashboards, reports, or datasets that has a substantial impact on the functional area of support</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Performing moderate to complex statistical analysis to investigate issues and present recommendations to stakeholders that build trust with the dashboards</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Collaborate with data engineers and business users to perform data validation and testing activities as appropriate</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Develop and build upon existing expertise of the data ecosystem (data lake) as well as emerging trends in business intelligence technologies (e.g. AI, Conversational BI, Generative BI)</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Develop and maintain BI platform operations and administration procedures, checklists, and runbooks for a global support team</span></span></p></li></ul><h2><span style="color:#366091"><span style="font-size:14px">Job Specifications</span></span></h2><ul><li><p><span style="color:#000000"><span style="font-size:14px">Demonstrated ability to translate business needs into technical solutions. Ability to embrace change, adapt to the unexpected, and focus energies, people, and solutions on practical and positive results</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Demonstrated problem solving skills with practical and creative solutions. Strong communications skills with the ability to influence various levels of leaders using data and logic</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Aptitude and drive to learn new technologies, frameworks, and analysis techniques (e.g. AI, Semantics, conversational BI, Generative BI)</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Is comfortable taking ownership for the design & implementation of technical solutions</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Strong team player; able to work effectively within a team and more broadly with people from a variety of backgrounds, locations, and functional areas.</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Advance the standardization of BI dashboards and metrics for consistency and scalability</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Clearly document BI procedures, runbooks, checklists, onboarding, and tools (e.g. Jira, Lucid, Confluence)</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Support Self-service BI training campaigns, enablement guides, FAQs, and delivery</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Support the Business Glossary, Data Dictionary, Metadata Catalog, Semantic layer, and BI (Reports) Catalog</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Manage BI Support forums (Slack, Mailbox, Zendesk tickets) with consistency and scalability</span></span></p></li></ul><h2><span style="color:#366091"><span style="font-size:14px">What you bring to the role (Required Qualifications)</span></span></h2><ul><li><p><span style="color:#000000"><span style="font-size:14px">Bachelor Degree in Information Systems preferred, and/or equivalent experience</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">5+ years experience with demonstrated success at a BI Analyst II, BI Senior Analyst level or comparable data analytics related field, in an organization with large-scale Business Intelligence and Reporting operations</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Excellent knowledge of analytics programming languages (SQL/Python) and tools (Looker, Looker Studio, Tableau)</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">In-depth understanding of data profiling, statistical analysis and data modeling concepts</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Adept in extracting and leveraging data out of data warehouse, transactional databases, object stores & API based environments</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Demonstrable experience leading large multi-functional BI projects</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Player/coach, hands-on, collaborative and strong interest in building new capabilities and BI team from the ground up</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Proven track record navigating, collaborating, and influencing business stakeholders to deliver BI solutions </span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Good knowledge and experience in BI, Reporting, visualization principles, practices, and standards</span></span></p></li><li><p><span style="color:#000000"><span style="font-size:14px">Ability to travel less than 5% of the time (e.g. US or EU offices)</span></span></p></li></ul><div><div><div><div><div><div><div><p style="text-align:left">Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).</p></div></div></div></div></div></div></div><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><span>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.</span></p><p></p><p><b>The intelligent heart of customer experience</b></p><p>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.</p><p></p><p><a target="_blank" href="http://www.zendesk.com/company/careers/?utm_source=other&utm_medium=organic&utm_campaign=job-description_Global_2025Q3">Zendesk</a> 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.</p><p></p><p>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.</p><p></p><p>Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster <a target="_blank" href="http://www.zendesk.com/diversity-inclusion/">global diversity, equity, & inclusion</a> 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 <a target="_blank" href="https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf">click here</a>. </p><p></p><p>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 <a target="_blank" href="mailto:peopleandplaces@zendesk.com">peopleandplaces@zendesk.com</a> with your specific accommodation request.</p>
