Business Systems Analysis Lead

Job Description Senior Revenue Business Systems Analyst About Zendesk and Our Quote to Revenue Team At Zendesk, we empower organizations worldwide to deliver better customer experiences with our best in class SaaS solutions. Our Quote to Revenue team plays a pivotal role in ensuring seamless processes from sales quoting, subscription billing, revenue recognition, and customer financial operations. We are at the forefront of transforming we manage recurring and usage based revenue streams by leveraging leading-edge technologies and innovative billing capabilities. As Zendesk expands our portfolio into emerging markets such as AI-driven offerings, our  Quote to Revenue team is instrumental in scaling and evolving revenue systems that keep Zendesk competitive and agile. Position summary We’re looking for a mid-level Business Systems Analyst who is passionate about revenue operations. You’ll work closely with Finance, Sales Operations, Product, and Engineering to capture requirements, translate business needs into system changes, and help operationalize billing and revenue processes. This role is ideal for someone with hands-on exposure to SaaS RevOps systems (Zuora experience a plus), comfortable with data analysis and stakeholder communication, and eager to grow into broader Quote to Revenue transformation work. Responsibilities Partner with Finance, Sales, Product and Engineering to gather and document business requirements related to billing, invoicing, revenue recognition and subscription lifecycle. Translate business requirements into clear functional specifications, user stories, process flows, and acceptance criteria. Support configuration and day-to-day operations of billing and revenue systems (Zuora) and related integrations (Salesforce CPQ/CRM, ERP systems), either directly or alongside engineering/configuration teams. Perform data reconciliation and root-cause analysis for billing, invoicing, and revenue discrepancies; prepare clear findings and remediation steps. Assist with designing and validating subscription and consumption billing models (metered/usage billing, ramps, discounts, add-ons). Support testing efforts: develop test plans, run system/integration tests, coordinate UAT with business stakeholders, and document results. Maintain process documentation, runbooks, training materials, and FAQs for revenue and billing processes. Triage operational incidents, prioritize fixes with stakeholders, and monitor recurring issues to propose process or system improvements. Produce routine and ad-hoc reports/metrics for Finance and Revenue Operations (e.g., billing accuracy, failed invoices, revenue deferrals). Participate in Agile ceremonies, provide estimates, and help drive timely delivery of small-to-medium scope projects. Stay current with billing and revenue recognition basics (ASC 606/IFRS 15) and escalate compliance questions to Finance/Accounting specialists. Skills & experience 3–5 years of experience in business analysis, revenue operations, billing operations, finance systems, or a related role supporting SaaS revenue processes. Practical familiarity with subscription billing concepts (subscriptions, amendments, renewals, proration, usage-based billing). Solid data skills: Excel (pivot tables, lookups), and ability to analyze transaction datasets. Strong written and verbal communication. Able to translate technical/financial topics for non-technical stakeholders. Experience producing requirements, process maps (Lucidchart/Visio), user stories, and acceptance criteria. Comfortable working with cross-functional teams (Sales, Finance, Product, Engineering) and managing multiple priorities. Experience with Jira/Confluence (or similar) and Agile workflows. Exposure to revenue recognition tooling (e.g., RevPro) or working experience with Finance/Accounting teams on ASC 606. Familiarity integrating billing and revenue systems with Salesforce CPQ/CRM and an ERP (e.g., NetSuite). Basic scri ... (truncated, view full listing at source)