Zendesk

Job Description

Zendesk is a service-first CRM company that builds powerful, customizable software designed to improve customer relations. At Zendesk, we encourage growth, innovation and believe in giving back to the communities we call home.

We’re looking for a strategic, self-motivated Senior Business Systems Analyst to lead the evolution of our intranet and search platforms. As part of the Employee Experience Applications team, you’ll help shape the digital workplace at Zendesk.

The ideal candidate has strong experience managing enterprise intranets, expertise in information architecture and user experience, and a passion for creating impactful, user-friendly solutions. If you thrive in a fast-paced environment and are excited to drive how employees connect with content and each other, we’d love to hear from you.

What you'll be doing

• Lead the strategy, information architecture, and user experience of Zentranet (Zendesk’s employee intranet), while providing day-to-day administrative oversight of related SaaS platforms to ensure seamless operations and scalable growth.
• Elicit, document, and translate complex business needs into clear functional and technical requirements for intranet and enterprise search enhancements, ensuring clear alignment across stakeholders.
• Collaborate cross-functionally with Internal Communications, The People Team, IT, and Engineering teams to design scalable solutions that balance usability, governance, and system performance.
• Establish and maintain governance frameworks and publishing workflows that empower a global network of content editors while maintaining quality and consistency.
• Partner with engineering and business stakeholders to define search requirements, improve relevancy and ranking strategies, and support continuous improvements to the enterprise search platform.
• Leverage tools such as Google Analytics and Algolia Insights to track usage patterns, uncover user behavior trends, and recommend data-driven improvements that continuously improve the employee experience.
• Identify pain points in digital workplace processes, and recommend improvements or automation to streamline employee interactions and reduce friction.
• Own UAT planning and execution, defining acceptance criteria and validating that solutions deliver measurable value and meet business objectives.
• Operate within a Kanban delivery model using Jira to manage a prioritized backlog, enable iterative delivery, and ensure alignment with stakeholders at every stage.
• Stay ahead of digital workplace trends, championing innovations that enhance collaboration, knowledge sharing, and employee engagement at scale.

What you bring to the role

• 5+ years of experience managing and evolving enterprise intranets or digital platforms, with deep expertise in information architecture, UX, and content strategy.
• High level of understanding on how to improve enterprise search platforms (e.g., Algolia), including relevancy tuning, analytics, and user-centered enhancements.
• Proven ability to gather, document, and translate complex business needs into clear, actionable requirements for both technical and non-technical audiences.
• Strong analytical and problem-solving skills, with a passion for scalable solutions, process optimization, and sustainable governance.
• High proficiency with collaboration tools, social platforms, and web technologies, and an eagerness to explore emerging digital workplace trends.
• Demonstrated success working both independently and cross-functionally in Agile environments, managing competing priorities with focus and initiative.
• Excellent communication and stakeholder management skills, with the ability to influence outcomes and build trust across diverse teams.

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).

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 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.