Lead Business Process Analysis Analyst
Core
Lead business process analysis and transformation efforts focused on operational excellence and core business processes, specifically leveraging AI-driven automation and insights to champion customer experience.
Role type
Lead Business Process Analyst (AI & Operations)
Builds
Improved operational workflows, AI-integrated processes, and standardized improvement frameworks for Zendesk Operations.
Domain
Customer Support Operations / AI Automation
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Process mapping, workflow design, project management, change management, AI use case identification, Zendesk platform proficiency, Google Suite, Jira/Asana/Confluence
Preferred skills
Prosci change management certification, experience with Large Language Models (LLMs) and Generative AI
Technologies
Zendesk, Google Suite (Sheets, Slides, Docs), Asana, Jira, Smartsheet, Confluence
Responsibilities
Lead continuous improvement activities across analysis, discovery, implementation, and measurement; coordinate cost and efficiency improvements; facilitate cross-functional decision-making for AI initiatives; serve as staff expert for AI ethics and continuous improvement; guide change management for new processes; advise on scalability of AI activities; develop improvement tools and AI prompt libraries; present project outcomes to leadership; partner with stakeholders to measure automated initiative success.
Seniority
Senior, hands-on IC with leadership responsibilities
