Configuration Business Analyst [26 / 10 / 2025]

Job Summary :

At Zendesk, our IT team collaborates closely with business stakeholders to enhance the integration of technology and operations across various functional areas. As we expand our team in Pune, we are seeking a skilled IT Business Systems Analyst, Configuration with a strong focus on SaaS Finance tools. If you are passionate about configuring and maintaining SaaS solutions while transforming business requirements into actionable strategies, we want to hear from you!

Who We're Looking For

We seek an IT Business Systems Analyst, Configuration who thrives in a collaborative environment and is dedicated to optimizing technology configurations. The ideal candidate will possess a solid background in business systems analysis, specifically related to the configuration and maintenance of SaaS tools applied to finance operations. You should demonstrate familiarity with SaaS configuration best practices and have extensive experience with agile methodologies. Additionally, you should possess a strong foundation in requirements development and the ability to comprehend and articulate business fundamentals effectively.

What You'll Be Doing

As an IT Business Systems Analyst, Configuration, you will :

• Configure and Maintain SaaS Tools : Oversee the configuration, maintenance, and optimization of various SaaS applications, ensuring they align with business operations and best practices.
• Resolve tickets from business partners related to system access requests and configuration updates in finance tools (e.g. Netsuite, Coupa, Brex), collaborating with requesters as needed to ensure prompt and accurate resolution.
• Troubleshoot configuration-related issues and provide resolutions.
• Maintain comprehensive documentation of all configuration changes, ensuring that any updates or modifications are well-recorded and accessible for future reference.
• Gather and Document Requirements : Collaborate with stakeholders to gather, analyze, and document detailed business requirements, translating them into actionable specifications for technology solutions.
• Facilitate Cross-Functional Collaboration : Act as the liaison between business teams and technical resources, ensuring clear communication and alignment throughout the implementation of solutions.
• Apply Agile Practices : Actively participate in agile ceremonies, such as sprint planning and reviews, contributing to continuous improvement in the development process while promoting agile principles throughout the team.
• Leverage AI Tools for Enhancement : Utilize AI-driven tools to streamline the requirements gathering and documentation process, enhancing personal productivity and improving the efficiency of the overall workflow.
• Conduct User Acceptance Testing : Collaborate with teams to define acceptance criteria, develop test plans, and conduct user acceptance testing (UAT), ensuring solutions meet business requirements before deployment.
• Partner with BSAs to support post-implementation project efforts, assisting with the rollout of configuration changes and ensuring minimal disruption to system operations.
• Support Change Management Initiatives : Guide business partners through changes brought by new technology implementations, assisting in training, user support, and post-implementation feedback loops.

Key Values We Uphold

In this role, you will be guided by our core values :

What You Bring to the Role

To be successful in this role, you should have :

Why Join Us?

At our organization, we celebrate diversity and inclusion as essential components of innovation and success. We strive to create an environment where every team member can flourish and contribute their unique perspectives. Step into a role that challenges you and drives meaningful impact within our organization.

If you’re ready to elevate your career, contribute to transformative SaaS solutions, and embody our core values, we invite you to apply today! We are an equal opportunity employer, committed to cultivating an inclusive environment where all employees can thrive.