Data Governance Senior Analyst

Job Description

Zendesk’s (Enterprise) Data Governance Office (DGO) is seeking a proactive, hard-working and experienced data governance professional to establish and promote modern data and analytics governance principles, policies, standards, processes and tools. This role requires a broad mix of business and technical savvy, teamwork, influencing decisions, and effective communication skills with key internal partners at all levels. This is your chance to build modern data governance capabilities with a modern data stack in a SaaS ecosystem during Zendesk’s evolution!

What you'll be doing

DGO Transformation & implementation “Build” support:

• DG framework and roadmap implementation across business functions

• Data Policy & Standards implementation training for Data Owners & Data Stewards, using a scalable “train the trainer” approach (with templates, checklists, playbooks, AI assistants, etc)

• Support for partners implementing Data Policy requirements and controls into their operations and processes

• Data Governance controls embedded into relevant company frameworks: Organizational Change, Information Security, Data Privacy, Business Resilience, Enterprise Architecture, Systems Development Lifecycle, Data Development Lifecycle, People Onboarding/offboarding, Vendor Onboarding/Offboarding, M&A integration

• Advancing the Business Glossary, Data Dictionary, and Metadata Catalog (roadmap, UI, workflows, controls, metrics) with automation and integration techniques (metadata generation, validation, propagation)

• Launch and automate DGO dashboard & critical metrics

• Advancing the Data Domains and Data Quality framework, standards, practices, controls, metrics, and tools

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DGO scalable operations “Run” - Lead, manage, and deliver:

• Clearly detailed procedures, runbooks, onboarding, and tools (e.g. Jira, Lucid, Confluence) for automation/scale

• Support for Metadata Catalog, Business Glossary, Data Dictionary administration and automation (onboarding users, tool training)

• Data Policy & Standards maintenance lifecycle (annual reviews, revisions, approvals, tracking)

• Data Policy waivers, breaches, and risk registry process

• Data Policy training campaign, schedule, and delivery

• DGO communications campaign (schedule, content, delivery channels)

• DGO intranet, Confluence, and Slack upkeep with current info, links, artifacts

• DGO forums (Owners, Stewards, Executive Sponsors) with structured agendas, critical issues, and progress updates

• Deploy and maintain AI/LLM DG Agents (e.g. virtual data stewards)

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Advise, consult, and support partners as a Data Governance SME:

• Liaison between business and technology to ensure that data governance principles, standards, and controls are clearly defined, communicated, and well understood and considered as part of operational prioritization and planning

• Support for Analytics Board, Operations Council, Enterprise Data Lake council, and other governance forums' questions, requests, and needs (e.g. assembling and facilitating multi-functional DG working groups)

• Partner, influence, and collaborate with partners: Organisational Change, Security, Privacy, Legal, Enterprise Architecture, Engineering, Resilience, PMO, Internal Communications, Learning & Development Teams

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What you bring to the role

• 3+ years of demonstrated ability in an organization with large-scale data governance, management, and quality operations

• Demonstrable experience supporting data lake operations and large multi-functional data programs / projects, and data governance automation

• Hands-on, collaborative, and have strong interest in building new data governance capabilities from the ground up

• Experience with supporting and improving enterprise-class SaaS systems. This includes planning, analysis and design, configuration, development, data migrations, system testing, cutover plan, and production support

• Working knowledge and experience in the industry leading data governance principles, frameworks, practices, and standards (e.g. NIST, ISO, DMBOK, DCAM, CDMC, etc.)

• Demonstrated knowledge of major data regulations in the Enterprise Software industry (US CPRA, GDPR, Data Sovereignty/Locality, HIPAA, SOX, ISO 27701, Data Retention, Data Privacy, AI Act, etc.)

• Familiar with solutions/tools in the data stack: data catalogs (Alation, Snowflake), master data, ETL / ELT (Fivetran, DBT), observability, logging, cloud platforms, and BI / dashboards / visualization (Tableau, Looker)

• Minimum Bachelor in Information Management Systems or equivalent training

• Ability to travel internationally less than 5% of the time (e.g. US or EU offices)

Where We Work
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

Hybrid: 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 local office 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.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

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 peopleandplaces@zendesk.com with your specific accommodation request.