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 General 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.
- 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:Â**
- 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

📌 Senior Business Process Analysis Analyst (Ciudad de México)
🏢 Zendesk
📍 Ciudad de México