Senior Business Process Analysis Analyst

Base Poland (Poland); Ciudad de México; Híbrido; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A prominent tech company is seeking a Senior Business Process Analyst to lead reporting governance and enhance analytics capabilities. This role demands strong financial acumen and collaboration across various teams to develop key reports and dashboards. The ideal candidate will have over 3 years of experience in business process analysis or reporting in professional services, combined with expertise in Salesforce and data analytics tools. The position offers flexible working arrangements in Mexico City.

Servicios

Competitive pay

Flexible hours

Diversity and inclusion programs

Formación

• 3+ years of experience in business process analysis or reporting.
• Demonstrated ability to implement reporting governance frameworks.
• Experience collaborating with Sales Operations and Customer Success teams.

Responsabilidades

• Develop and enforce reporting governance across Global Services.
• Collaborate with teams to develop scalable reporting strategies.
• Provide ad-hoc data-driven insights to support leadership decision-making.

Conocimientos

Business process analysis

Reporting governance

Financial analysis

Data analytics

Salesforce reporting

Educación

Bachelor’s degree in Business Administration, Finance, Data Analytics, Information Systems

MBA or advanced degree

Herramientas

Salesforce

Certinia

Zendesk

Descripción del empleo

Senior Business Process Analysis Analyst page is loaded

Senior Business Process Analysis Analyst

Apply remote type Fully Flexible locations Mexico City, Mexico time type Full time posted on Posted 2 Days Ago job requisition id R32069

Job Description

The Sr Business Process Analyst, Global Services role will lead and manage reporting governance within the Global Services organization by developing and enforcing standards for both operations-approved and field-generated reports. This role supports a long-term strategy for enhanced, complex services reporting by partnering with Sales Operations, while also providing agile support for ad-hoc reporting needs to senior leadership. The analyst will collaborate closely with field and operations teams to develop, maintain, and own key reports, dashboards, and analytics—including Salesforce/Certinia reporting tools—to enable data-driven decision making. Strong financial acumen is essential for success in this role.

What you will do:

• Develop and enforce reporting governance and standards across all Global Services operations and field-generated reports to ensure accuracy, consistency, and reliability.

• Collaborate with Sales Operations, Global Services leadership, and Customer Success teams to support a scalable reporting strategy aligned with services delivery and revenue recognition standards.

• Design, build, and maintain reports, dashboards, and analytics primarily leveraging Salesforce, Certinia, and Zendesk internal tools to measure key Global Services metrics such as project profitability, utilization, time to value/start, and customer satisfaction.

• Provide ad-hoc data-driven insights to senior leadership to support timely decision-making around service delivery, resource allocation, and revenue optimization.

• Work cross-functionally to gather reporting requirements and translate them into actionable, maintainable reporting solutions that enable operational efficiency and service quality.

• Monitor data quality, identify and resolve reporting discrepancies, and implement controls to maintain the integrity of Global Services data and reporting outputs.

• Identify opportunities for reporting process improvements, including automation and standardization, to streamline workflows in Certinia and related tools.

• Apply financial analysis skills to examine service delivery costs, revenue trends, and margins, supporting forecasting and business planning.

• Act as a resource and trusted advisor on reporting best practices, data governance, and analytics within the Customer Experience function.

• Support end-user training and change management efforts to improve adoption of reporting tools and governance among field and operations teams.

• Stay current on analytics trends and emerging technologies to recommend enhancements to Global Services reporting capabilities.

• Provide primary backup support to the Business Operations function in weekly and monthly revenue forecasting processes and related reporting.

• Ensure strict compliance with Zendesk’s data privacy policies and regulatory requirements in all reporting activities.

What you have:

• Bachelor’s degree in Business Administration, Finance, Data Analytics, Information Systems, or a related field; MBA or advanced degree is a plus.

• 3+ years of experience in business process analysis, reporting, or business intelligence within Professional Services, Global Services, or software/SaaS environments.

• Demonstrated ability to develop and implement reporting governance frameworks and reporting standards.

• Strong hands-on experience with Certinia (formerly FinancialForce PSA), Salesforce reporting, and dashboard creation.

• Proven ability to design and maintain complex reports and dashboards that support both operational and strategic decisions.

• Solid financial acumen with the ability to analyze project profitability, margins, and related financial metrics.

• Experience collaborating cross-functionally with Sales Operations, Finance, RevOps, Accounting, and regional teams to gather requirements and deliver insights.

• Experience supporting Customer Experience (CX), Professional Services, or Customer Success teams is a plus.

• Excellent analytical and problem-solving skills, with strong attention to detail and a data-driven approach.

• Comfortable navigating ambiguity and clarifying next steps based on diverse stakeholder inputs.

• Strong verbal and written communication skills, able to communicate complex data insights to diverse audiences.

• Ability to manage multiple priorities in a fast-paced, agile environment while meeting deadlines.

• Working knowledge of data governance principles, data quality management, and compliance with data privacy regulations.

• Proficiency with Google Suite and eagerness to learn new technologies and tools as needed.

• Familiarity with Zendesk products and ecosystem is helpful but not required.

• Passion for teamwork and a commitment to delivering a world-class global customer experience.

Where We Work

Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

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 [e-mail] with your specific accommodation request.

About Us

Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.

Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.

More meaningful moments. Fewer Zoom calls.

What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.

With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.

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