Business Systems Analysis Lead at Zendesk in Pune, Maharashtra, India

Business Systems Analysis Lead Location: Pune, India 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 scripting or analytics (Python, Looker, Tableau, or similar) for automation or reporting is a plus but not required. Prior exposure to metered/consumption billing or complex pricing models. Education & credentials Bachelor’s degree in Business, Finance, Information Systems, Computer Science or equivalent experience. Certifications (Zuora, NetSuite, CPQ, or business analysis certs) are a plus but not required. Why you’ll enjoy this role You’ll be at the intersection of product, finance, and engineering working on revenue-critical systems. It’s a role with high visibility and measurable impact - ideal if you like analytical problem solving, stakeholder engagement, and growing into larger transformation initiatives. Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based. 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. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. 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. Additional Locations: Remote, Maharashtra, India, Remote, Karnataka, India, Bangalore, India, Remote, Dehli, India