**You will partner closely with business and operational team members, IT and engineering to comprehend Zendesk's business architecture and pinpoint areas for improvement, and delineate and roadmap strategies to enhance key capabilities.
Additionally, you lead the enablement of key capabilities and to build outstanding organizational designs and operating metrics.
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**The Role**:
- Define and improve critical capabilities across the Finance landscape while assessing and providing recommendations on maturation
- Arrive at a high level business architecture that helps business partners prioritize and sequence critical initiatives while serving as a link between process and systems.
- Identify and prioritize high-value AI/ML use cases across Finance (e.g., IDP for invoices, anomaly detection for spend, forecasting, intelligent routing/case deflection), with clear ROI, risk tiering, and adoption plans.
- Partner with Data/ML, AI Engineering, Security, and Legal to design AI-enabled capabilities (LLM copilots, RAG over enterprise knowledge, document understanding) and integrate them into process and capability maps.
- Visualize and create high level value stream and process models that can be used in knowledge sharing and future analysis
- Model, maintain and present key Business Architecture work, including business capabilities, gap analysis, current and target state flows, value streams, process mapping and modeling, data modeling, and use cases
- Engage with Enterprise, Solution, and Domain Architects to assist with translating business capabilities to technical design, collaborate closely with IT Architects to craft optimal technical solutions to meet business needs and aligning IT strategies
- Design and optimize organizational structures, focusing on aligning team configurations, roles,



and responsibilities to maximize efficiency and support strategic objectives.
- Ensure that business processes meet both short and long-term requirements and support Zendesk's technology development as we grow.
- Conduct workshops and coordinate across multiple senior stakeholders
**Required Skills**:
- 3+ years as a business architect or process architect
- Ability to document requirements for business process flows, capability and feature descriptions, gap analysis, KPIs, business use cases, and visual and textual techniques.
- Ability to leverage requirements elicitation methods, including focus groups, white-boarding, surveys, or questionnaires to conduct business research and interviews in support of business capabilities and features
- Hands-on experience shaping or deploying GenAI/LLM solutions in enterprise workflows; practical prompt engineering and evaluation.
- Exposure to AI governance, risk, and compliance, security/privacy-by-design, and PII handling.
- Experience with design thinking strategies including customer-centric development processes and leading Customer Journey Mapping sessions with business partners to define business optimization opportunities
- Experience using process tools like Signavio, Appias, Nintex, Lucid Chart, Vizio, Miro or equivalent experience
- Experience with data-driven approaches to capture, design, and build end-to-end business processes and creating operating metrics




- Ability to work independently with mínimal direction
**Preferred Skills**:
- Lean Six Sigma certification preferred
- Experience using Business Architecture tools such as ARIS, iServer, etc is plus
- Knowledge of MLOps/model monitoring concepts; A/B testing or experimentation frameworks for AI features.
- Experience in Business Process Modeling Notation (BPMN)
- Experience with RPA software such as UiPath, AutomationAnywhere, BluePrism
- Experience with finance and accounting platforms including; Zuora, Stripe, NetSuite, Oracle Fusion, Blackline, Avalara, Workday Financials
- Experience in leveraging technical architecting outputs - systems, data, framework, and UI components
**Why Zendesk**:
**We believe in service.
**Learn more**about how we provide support to our local communities with volunteering, grants and product donations.
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**Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster**general 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**.
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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 desig

📌 Business Architect (Xico)
🏢 Zendesk
📍 Xico