It Portfolio Analyst

Zendesk; Xico; Híbrido; MXN 1,081,000 - 1,443,000; Jornada completa

Descripción de la vacante

A leading customer service platform is seeking an IT Portfolio Analyst to contribute to the strategic direction of their IT portfolio. This role involves data analysis, coordinating IT processes, and collaborating with stakeholders to optimize project investments. Candidates should possess a Bachelor's degree in IT or related fields, along with significant experience in data analysis and portfolio management. The job offers a hybrid work model requiring attendance at the Mexico City office part of the week.

Formación

• 4+ years experience in data analysis.
• 2+ years experience as a Portfolio Analyst or similar.
• Certification in Portfolio Management Professional (PfMP) or PMP is a plus.

Responsabilidades

• Contribute to IT portfolio’s strategic direction.
• Conduct data analyses to inform IT investments.
• Drive development of portfolio performance metrics.

Conocimientos

Data analysis proficiency

Strategic thinking

Strong communication skills

Financial principles understanding

Educación

Bachelor's degree in Information Technology or related field

Herramientas

Smartsheet

Jira

Google Suite (Sheets, Slides, Docs)

Descripción del empleo

Job Description

Who we're looking for

The IT Portfolio Analyst will report directly to the Director of CIO Portfolio and Programs.

Together, they will work on diverse projects with the common goal of optimizing our CIO Portfolio and ensuring its alignment with our organization's strategies and objectives.

In this role, you will help implement and adhere to our standards and processes to support fact‑based decisions on investments across our entire project portfolio providing and maintaining reports for our CIO executives and leadership teams.

What you’ll be doing

• Contribute to the IT portfolio’s strategic direction, communicating to and across the portfolio teams in terms of risk and return, and ensuring alignment with overall company strategy.
• Provide hands‑on coordination and support across the CIO portfolio processes and capabilities (intake, prioritization, capacity, budget, roadmap).
• Conduct deep data analyses to detect trends, identify risks and inform strategic decisions on IT investments.
• Collaborate with stakeholders across the organization to understand project objectives and health.
• Conduct financial cost‑benefit analyses and ROI calculations related to IT projects and investments.
• Drive the development and upkeep of IT portfolio performance metrics and reports, communicating progress and outcomes to management and stakeholders.
• Contribute to risk management efforts and understand our mitigation strategies and impact as part of the portfolio management process.
• Maintain and contribute to the evolution of our CIO capacity and resource management tracking.
• Serve as data steward to ensure data accuracy of all portfolio information and implement processes to improve data quality and timeliness.
• Responsible for tooling administration in our portfolio management systems and integration across processes.
• Support the Portfolio Manager in decision‑making with up‑to‑date and relevant data insights.

What you bring to the role

• A bachelor's degree in Information Technology, Computer Science, Business Administration or related field.
• 4+ Years experience data analysis
• 2+ years proven experience as a Portfolio Analyst, IT Analyst, or similar role.
• Solid understanding of IT operations and strategies, including software development, IT infrastructure, cloud technologies, data management, and IT governance.
• Proficiency in our data analysis tools : Smartsheet, Jira, Google Suite (Sheets, Slides, Docs) with sophisticated skills in Sheets.
• Experience with Portfolio Management software and proficient in data analytics and visual presentation tools
• Strong understanding of financial principles related to IT investments, budgeting, and cost modeling.
• Familiarity with project management methodologies such as Agile, Scrum, or Lean.
• Exceptional analytical, strategic thinking, and decision‑making skills.
• Strong communication and presentation skills with the ability to articulate complex technical terms to non‑technical stakeholders.
• Certification in Portfolio Management Professional (PfMP), Project Management Professional (PMP), or equivalent is a plus.

Where We Work

Being digital first doesn’t mean we’re digital only.

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 Mexico City office on a weekly basis for part of the week.

The specific in‑office schedule is to be determined by the hiring manager.

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).

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.

We advocate for digital first customer experiences—and we stick with it in our workplace.

Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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.