Analyst, Enterprise Analytics


Offre publiée le 2023-09-06


Job Description

Analyst, Enterprise Analytics

Who we’re looking for:

The Enterprise Analytics team is looking for an analyst to help design, build, and deliver data solutions and insights across all parts of the Zendesk enterprise. Enterprise Insights is an ‘end-to-end’ analytics team, meaning that we often start with raw data, build into meaningful datasets, visualize it, and deliver insights from it. Analysts that are inquisitive, collaborative, and are always looking to learn and grow will thrive on this team!

This position is in-office, but candidates only have to work 2-3 days onsite per week. We require fluency in written and spoken English.

What you’ll be doing:

  • Develop a strong partnership with key stakeholders within the business and thoroughly understand their business strategy and operational objectives

  • Develop SQL queries and perform analysis to understand trends in customer experiences and business health performance

  • Improve business and operational efficiency by developing, automating, and maintaining scalable processes, tools, and dashboards

  • Develop data solutions that enable self-service by getting key data to decision makers

  • Identify areas for improvement using actionable analysis and develop compelling insights and recommendations

  • Work with large amounts of data from many data sources and develop subject matter expertise on how it all connects together and relates back to the customer

  • Measure and track efficiencies gained and ROI realized as a result of improving the way the organization engages with our customers

What you bring to the role

Basic Qualifications:

  • BS/BA or equivalent in a quantitative field e.g., math, statistics, engineering, economics, finance, computer science

  • Experience with SQL (or similar language)

  • True passion for data and analytics and the value of data-driven decision making

  • An analytical approach, with the intellectual curiosity to search for context and insight behind the numbers paired with a strong eye for business

  • Able to tell a visual story that leads to results and decision making

  • Team player with strong relationship building, communication and presentation skills

Preferred Qualifications:

  • Experience working in an Agile/Scrum development environment a plus

  • Experience with data visualization / BI tools (e..g, Tableau, Looker, etc.)

Where we work:

Being digital first doesn’t mean we’re digital only. 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 Montreal office on a weekly basis 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 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 are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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 with your specific accommodation request.