We are seeking an experienced and highly skilled IT Portfolio Analyst to join our dynamic team. The successful candidate will play an important role in driving the strategic direction of the company-wide CIO projects portfolio, influencing strategic technology and data initiatives, and ensuring alignment with existing business objectives.

The IT Portfolio Analyst will report directly to the Director of CIO Portfolio and Programs and will collaborate closely with senior leadership to optimize our CIO Portfolio and ensure its alignment with our organization’s strategies and objectives. In this role, you will lead the implementation and adherence to our standards and processes, enabling fact-based decisions on investments across our entire project portfolio. You will also be responsible for providing and maintaining comprehensive reports for our CIO executives and leadership teams.

Your responsibilities will include:

Portfolio Coordination: Provide expert coordination and support across the CIO portfolio processes and capabilities (intake, prioritization, capacity, budget, roadmap).

Advanced Data Analysis: Conduct in-depth data analyses to detect trends, identify risks, and inform strategic decisions on IT investments.

Stakeholder Collaboration: Collaborate with senior stakeholders across the organization to understand project objectives and health, and provide strategic insights.

Financial Analysis: Conduct comprehensive financial cost-benefit analyses and ROI calculations related to IT projects and investments.

Performance Metrics: Drive the development and continuous improvement of IT portfolio performance metrics and reports, communicating progress and outcomes to management and stakeholders.

Risk Management: Lead risk management efforts and develop robust mitigation strategies as part of the portfolio management process.

Capacity Management: Oversee and contribute to the evolution of our CIO capacity and resource management tracking.

Data Stewardship: Serve as a data steward to ensure the accuracy of all portfolio information and implement processes to enhance data quality and timeliness.

Tooling Administration: Manage tooling administration in our portfolio management systems and ensure seamless integration across processes.

Decision Support: Support the Portfolio Manager in decision-making with up-to-date and relevant data insights.

A bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field. A master’s degree is preferred.

2 - 4 of relevant experience in data analysis.

1 - 3 years of proven experience as a Portfolio Analyst, IT Analyst, or a similar senior role.

Deep understanding of IT operations and strategies, including software development, IT infrastructure, cloud technologies, data management, and IT governance.

Proficiency in advanced data analysis tools: Smartsheet, Jira, Google Suite (Sheets, Slides, Docs) with sophisticated skills in Sheets.

Extensive experience with Portfolio Management software and proficiency in data analytics and visual presentation tools.

Strong understanding of financial principles related to IT investments, budgeting, and cost modeling.

Expertise in project management methodologies such as Agile, Scrum, or Lean.

Exceptional analytical, strategic thinking, and decision-making skills.

Superior communication and presentation skills with the ability to articulate complex technical terms to non-technical stakeholders.

Certification in Portfolio Management Professional (PfMP), Project Management Professional (PMP), or equivalent is highly preferred.

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).

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.

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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.