Business Intelligence Senior Analyst

Job Description 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. This role will be a technical expert responsible for eliciting requirements, conducting data analysis, recommending BI solutions, and building insightful visualizations. They will also guide, advise, and enable stakeholders to effectively use our BI tools, to translate data into meaningful insights for teams and leaders to confidently take action on. The ideal candidate will be passionate about all things data, dashboards, and visualizations. This position will work closely with Business Analysts, Data Analysts, Data Scientists, Data Engineers and directly with the business units for requirements gathering, validation, and support. The BI Lead (Senior Analyst) also plays a critical role in guiding the work and mentoring of other BI Analysts to ensure we are meeting objectives and growing future talent within our BI team. What you'll be doing Works directly with internal customers to refine requirements and validate output to ensure solutions will meet expectations. Apply technical knowledge to translate business needs into BI solutions 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 global 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 scalab ... (truncated, view full listing at source)