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Senior Business Analyst, Zendesk

Date: Dec 7, 2018

Location: Milwaukee, WI, 53202 New York, NY, 10003

At Northwestern Mutual, we believe relationships are built on trust. That our lives and our work matter. These beliefs launched our company nearly 160 years ago. Today, they're just a few of the reasons why people choose to build careers at Northwestern Mutual.

We're strong and growing. In a company with such a long and storied history, this may be the most exciting and important time to be a part of Northwestern Mutual. We're strong, innovative and growing.

We invest in our people. We provide opportunities for employees to grow themselves, their career and in turn, our business.

We care.  We make a positive difference in our communities. Nationally, thousands have benefitted from our support of research and programs to fight childhood cancer. Each year, our Foundation, employees and financial representatives donate time, talent and financial support to causes they're passionate about.


We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.


What's the role?

Perform detail analysis of business process, document As-Is & To-Be processes, and conduct gap analysis. Skilled in best practices, integrations, and optimization. Perform project management of small sized projects; including implementing projects on time meeting the needs of customer.


Detailed responsibilities include but are not limited to the following:

-Gather business requirements & maintain documentation
-Be a product owner & demo software
-Hold status meetings and provide project updates to sub team
-Document best practices and training related to customer service/tools
-Maintain document library and do periodic evaluation of processes
-Train support users on new tools/features
-Be the Product SME on all customer service tools - stay up to date on latest releases and functionality - determine if it has value to Support teams
-Attend customer service/software webinars and present findings on latest trends
-Participate in Beta offerings (test new features and provide feedback for all customer service tools)
Research/analyze new software
-Lead the software evaluation process through EVAM, Security and Compliance, and Privacy


Bring Your Best! What this role needs:


Required Experience:

  • 5 or more years relevant work experience required.
  • Perform detail analysis of business process, document As-Is & To-Be processes, and conduct gap analysis.
  • Skills in business process re-engineering, integration and optimization.
  • Perform Project Management of small to medium sized projects; including implementing projects on time, within budget, and meet the needs of business customer.
  • Education, Licsenses, Certifications:
    College, university, or equivalent degree in Information Technology, Business or a related subject required.
  • Working knowledge of Zendesk highly preferred


Req ID: 24230
Position Type: Regular Full Time
Education Experience: Bachelor's Desired
Employment Experience: 6-8 years
FLSA Status: Exempt
Posting Date: 10/30/2018