**Who we're looking for**:Zendesk's Enterprise Business Intelligence & Reporting team is seeking a proactive, motivated, creative, and experienced BI professional to support a portfolio of enterprise dashboards using modern BI approaches, frameworks, and governance principles to enable scalable self-service capabilities and standards with Tableau, Looker, and Snowflake.This role requires a broad mix of business and technical savvy, collaboration, influencing decisions, and effective communication skills with key internal partners at all levels.This is your chance to build enterprise BI capabilities with a modern data stack (SaaS ecosystem) during Zendesk's evolution.
**What you'll be doing**:- Works directly with internal customers to refine requirements and validate output to ensure solutions will meet expectations.
- Develop and improve user learning materials, FAQs, checklists that fosters self-service and self-sufficiency- Conduct moderate to complex data profiling and analysis to evaluate data sources to determine the best source for business information- Acquiring, transforming and translating data into actionable dashboards, reports, or datasets that has a substantial impact on the functional area of support- Performing moderate to complex statistical analysis to investigate issues and present recommendations to stakeholders that build trust with the dashboards- Collaborate with data engineers and business users to perform data validation and testing activities as appropriate- Develop and build upon existing expertise of the data ecosystem (data lake) as well as emerging trends in business intelligence technologies (e.g. AI, Conversational BI, Generative BI)- Develop and maintain BI platform operations and administration procedures, checklists,



and runbooks for a general support team**Job Specifications**:- Demonstrated ability to translate business needs into technical solutions.Ability to embrace change, adapt to the unexpected, and focus energies, people, and solutions on practical and positive results- Demonstrated problem solving skills with practical and creative solutions.Strong communications skills with the ability to influence various levels of leaders using data and logic- Aptitude and drive to learn new technologies, frameworks, and analysis techniques (e.g. AI, Semantics, conversational BI, Generative BI)- Is comfortable taking ownership for the design & implementation of technical solutions- Strong team player; able to work effectively within a team and more broadly with people from a variety of backgrounds, locations, and functional areas.
- Advance the standardization of BI dashboards and metrics for consistency and scalability- Clearly document BI procedures, runbooks, checklists, onboarding, and tools (e.g. Jira, Lucid, Confluence)- Support Self-service BI training campaigns, enablement guides, FAQs, and delivery- Support the Business Glossary, Data Dictionary, Metadata Catalog, Semantic layer, and BI (Reports) Catalog- Manage BI Support forums (Slack, Mailbox, Zendesk tickets) with consistency and scalability**What you bring to the role (Required Qualifications)**:- Bachelor Degree in Information Systems preferred,



and/or equivalent experience- 5+ years experience with demonstrated success at a BI Analyst II, BI Senior Analyst level or comparable data analytics related field, in an organization with large-scale Business Intelligence and Reporting operations- Excellent knowledge of analytics programming languages (SQL/Python) and tools (Looker, Looker Studio, Tableau)- In-depth understanding of data profiling, statistical analysis and data modeling concepts- Adept in extracting and leveraging data out of data warehouse, transactional databases, object stores & API based environments- Demonstrable experience leading large multi-functional BI projects- Player/coach, hands-on, collaborative and strong interest in building new capabilities and BI team from the ground up- Proven track record navigating, collaborating, and influencing business stakeholders to deliver BI solutions- Good knowledge and experience in BI, Reporting, visualization principles, practices, and standards- Ability to travel less than 5% of the time (e.g. US or EU offices)LI-MR7Please 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 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.
**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 billion

📌 Business Intelligence Senior Analyst (Xico)
🏢 Zendesk
📍 Xico