By clicking “Apply Now,” I understand and agree that Zendesk and its affiliates will collect and process my information in accordance with Zendesk’s Candidate Privacy Notice.

Job Description

Senior Business Architect

Zendesk’s Enterprise Architecture team is in search of a Lead Business Architect, proficient in applying a structured business architecture approach and methodology to gather key views (capability, functional landscape) and help define, re-engineer and automate processes across the enterprise!

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.

The Role!

• Define and improve critical capabilities across the GTM (Marketing, Sales, Service) 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.

• 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

• 5+ 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

• 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 minimal direction

Preferred Skills

• Lean Six Sigma certification preferred

• Experience using Business Architecture tools such as ARIS, iServer, etc is plus

• Experience in Business Process Modeling Notation (BPMN)

• Experience with RPA software such as UiPath, AutomationAnywhere, BluePrism

• Experience with marketing, sales and support platforms including; Salesforce, Adobe, Zendesk, ServiceNow, Oracle

• Experience in leveraging technical architecting outputs - systems, data, framework, and UI components

• Experience working with and applying Lean Design principles - value mapping, creating flows, identifying waste

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.

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.

About Zendesk - Champions of Customer Service

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether you’re collaborating from your home office, a Zendesk workspace, or the kitchen table, you’re part of one team at Zendesk.

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 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.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.