As an individual contributor, you will partner with business, engineering, and IT teams to comprehend the current setup, pinpoint areas for enhancement, and delineate and roadmap strategies in coordination with Zendesk business partners. Your work will help create standards across Zendesk on how to best tease out problems, determine whether it is a process or system issue, evaluate technologies, and choose the best solution for Zendesk. You'll contribute to a desired future state that underpins Zendesk's growth and strategic objectives. Guiding, influencing, and partnering with Business & IT at all levels is at the forefront of your role, along with fostering technical capabilities to best support our delivery teams.Â
**What You'll Be Doing**:
- Lead the evaluation, design, and analysis of enterprise-wide solutions, tackling the business's most complex problems.
- Create capability models, perform technology assessments, develop current and future state diagrams, and formulate solution best practices to incorporate into their strategic plans
- Build bridges between IT and business by liaising with stakeholders, influencing and fostering relationships, and driving cross-team initiatives.Â
- Act as the face of the Enterprise Architecture Review Board, partnering with the business to assess the addition of new solutions to Zendesk.
- Oversee software request ticket queues and make informed decisions on all software requestsÂ
- Serve as a Saas knowledge hub, understanding the use cases, integration patterns, and capabilities of all enterprise-level software
- Continuously mature the Enterprise Architecture program to adapt to Zendesk's evolving needs.
- Act as a liaison between technical teams and business audiences during solution development.
- Establish and enforce architectural standards for compliance across teams.




**Required Experience**:
- Bachelor's or master's degree in Computer Science, Information Management, Economics or comparable.
- 4+ years of technology deployment and IT architecture experience.
- 2+ years of experience working with Enterprise Architecture tools
- Experience and familiarity with enterprise architecture concepts and method
**Preferred experience & skill set**:
- Comfortably explain new concepts to technical and non-technical audiences
- Develop and maintain enterprise architecture artifacts like Business Capability Maps, Business Process Flows, Current/Future State Architecture, core concepts, and key decisions.
- Deliver high-level or in-depth recommendations to senior executives.
- Demonstrate an interest in leading change through enterprise architecture principles
- Excel at converting business objectives into technical specs and driving tech changes.
- Proactively build and influence relationships with key leaders.
- Possess superior problem-solving, communication, and analysis abilities.
- Show an interest in exploring and adopting cutting-edge technologies.
- Can learn quickly and effectively juggle multiple priorities at once.
- Exude self-motivation and efficiency in a fast-paced setting with tight deadlines.
- Listen attentively and collaborate positively with stakeholders.
- Have experience in Lean-Agile principles and development methodologies




**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 adaptable 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).
**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

📌 Senior Analyst, Enterprise Architecture (Ciudad de México)
🏢 Zendesk
📍 Ciudad de México