Senior Business Systems Analyst, Collaboration Tools

Job Description

We are looking for a Senior Business Systems Analyst to take the lead in optimizing Slack Enterprise Grid and other collaboration tools that power productivity and collaboration across our organization. In this role, you will lead support the development and execution of our strategy for Slack Enterprise Grid and other collaboration tools. You will optimize workflows, enhance cross-functional collaboration, and drive process improvements. Key responsibilities include developing governance frameworks, managing change initiatives, and ensuring compliance with security and data policies. You will work closely with IT, security, and compliance teams to manage risk and incident response while leveraging user feedback and collaboration trends to identify automation and efficiency opportunities. Through strategic planning and continuous innovation, you will align collaboration tools with business goals and evolving organizational needs.

What You'll Be Doing

Serve as the primary lead for Slack Enterprise Grid and other collaboration tools as needed (e.g., Asana, Lucid Spark), driving strategic enhancements and user adoption.

Collaborate with business partners and leadership to align tool capabilities with business needs, optimizing workflows and improving cross-functional collaboration.

Develop and implement governance frameworks for Slack and other platforms, ensuring policy compliance, security, and alignment with organizational objectives.

Lead change management efforts to support the rollout of new features, best practices, and integrations, ensuring user adoption and minimal disruption.

Conduct ongoing analysis of tool usage, gather user feedback, and identify opportunities to improve platform performance and engagement.

Define and monitor key performance indicators (KPIs) to assess the business impact of collaboration tools and drive continuous improvements.

Maintain a feature request and process improvement backlog, prioritizing enhancements based on business impact and user needs.

Establish and oversee a standardized approach to license management, application renewals, audits, and reporting.

Partner with IT Security and Compliance teams to manage risk, incident response, and security protocols related to Slack and other tools.

Stay current with industry trends, emerging Slack features, and innovative integrations (e.g., AI-powered bots, automation tools) to enhance productivity.

Develop personas and use cases to guide Slack governance, automation, and customization based on real employee needs.

Facilitate cross-functional stakeholder meetings to ensure collaboration tools support business goals and drive alignment on governance updates and improvements.

What You Bring to the Role

Basic Qualifications

Experience :

6+ years in business systems analysis or IT project management.

Experience with Slack Enterprise Grid, including workspace administration, governance, and integrations.

Experience with project management software like Smartsheet, Asana, or Jira.

Understanding of software license terms and the ability to manage software inventories effectively.

Proficiency in maintaining accurate records of software licenses, renewals, and usage.

Technical Skills :

Knowledge of SDLC and IT project management methodologies (Agile, Scrum, Waterfall).

Skill in analyzing and documenting business processes and requirements.

Experience defining and measuring KPIs for collaboration tool usage and business impact.

Experience with automation tools, scripting (Python, JavaScript, etc.), and API integrations.

Proficiency in tools like Looker, Power BI, or Excel for creating graphs, charts, and dashboards that effectively communicate data insights.

Skills in extracting data from large datasets to identify patterns and trends.

Ability to analyze data, question assumptions, and interpret results to make informed decisions.

Communication Skills :

Excellent verbal and written communication abilities.

Effective interpersonal skills for team collaboration and stakeholder management.

Ability to engage with leadership and influence decision-making regarding Slack governance and enhancements.

Preferred Qualifications

Collaboration Platform Expertise :

Advanced knowledge of Slack, including automation, governance, security, and integration capabilities.

Experience optimizing Slack for enterprise-scale collaboration and productivity.

Strategic Planning & Implementation :

Ability to develop and implement governance frameworks and policies for Slack.

Experience evaluating and rationalizing collaboration tools to enhance productivity.

Strong ability to define and track key performance indicators (KPIs) to measure collaboration tool impact.

Change Management & Leadership :

Proven ability to lead change management initiatives for Slack and other collaboration tools.

Experience developing training programs, documentation, and best practice guidelines for end-users.

Analytical & Problem-Solving Skills :

Ability to conduct in-depth analysis of collaboration tool usage, identify inefficiencies, and drive improvements.

Critical thinker with strong problem-solving skills and a passion for enhancing business processes through technology.

Communication & Collaboration :

Strong collaboration skills with IT, security, compliance, and business stakeholders.

Ability to engage with leadership and influence decision-making regarding Slack governance and enhancements.

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

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.