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IT PMO Analyst

San Francisco

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

  • Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
  • Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
  • Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
  • Talkdesker: YOU!

This is a unique and exciting time at Talkdesk to join our Enterprise Applications &  PMO team as an IT PMO Analyst. We are enabling the success of Talkdesk's internal operations through the development of our core enterprise systems. As an IT PMO Analyst, you will support the IT PMO team through transformational project analytics, content creation and knowledge base management.  

Reporting to the Director, IT PMO you will be a valued team member as we continue to build system and process resources across the Enterprise Applications team. The IT PMO Analyst works closely with Technical Program Managers and Business Stakeholders to support project planning, Jira metrics reporting, and documentation initiatives that enable scalable, value-based delivery across technical and business teams. 

Our customers are fellow Talkdesk employees and we are focused on providing them with exceptional service. You will partner with the Director of IT PMO to align on priorities, plans, and delivery expectations. 

Duties and Responsibilities:

  • Assist in project planning, scheduling, and execution support across enterprise application initiatives
  • Track milestones, risks, and metrics to monitor project health and surface actionable insights
  • Develop dashboards, issue logs, and performance reports using Jira, Excel, or other tools
  • Support cross-functional coordination and retrospective documentation for process improvement
  • Build and maintain Jira dashboards and reports to support Technical Program Managers and the PMO with real-time visibility into project progress, risk, and value delivery
  • Collaborate with stakeholders to refine KPIs and ensure alignment with PMO goals
  • Support oversight, adoption, and governance of Klarity Architect software, ensuring consistent configuration and usage across programs
  • Serve as a liaison between the PMO and technical teams to drive standardization in system documentation and architecture workflows
  • Create and maintain technical and business process documentation for internal systems, projects, and applications
  • Develop a centralized knowledge base and establish a style guide for all enterprise documentation
  • Ensure documentation aligns with IT governance, audit-readiness, and operational best practices
  • Design and implement reusable project documentation templates for PMO, business, and technical teams
  • Enable consistent project intake, planning, execution, and closure processes with templates and training artifacts
  • Collaborate with project managers and technical stakeholders to align templates to team needs and delivery models

 

Qualifications:

  • Bachelor’s degree in Business, Information Systems, Communications, or a related field
  • 2–5 years of experience in project coordination, analysis, or technical writing roles
  • Familiarity with enterprise tools such as Jira, Confluence, SharePoint, or ServiceNow
  • Strong proficiency in Microsoft Excel, PowerPoint, and documentation platforms
  • Exceptional written and verbal communication skills with a user-centric mindset
  • Experience with Klarity Architect or similar architecture modeling/documentation tools
  • Background in enterprise applications such as Salesforce, NetSuite, or similar platforms
  • Exposure to Agile, Scrum, or hybrid project delivery methodologies
  • Experience developing documentation frameworks or content management structures

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.

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