Business Systems Analyst

Summary

Join Pleo as a skilled Business Systems Analyst to optimize our customer experience. You will bridge the gap between business operations and technology, identifying system needs and driving efficiency improvements. Collaborate with IT, customer support, and vendors to implement and enhance systems for effective customer interactions. Key responsibilities include business process analysis, systems management, requirements gathering, project management, system integration, data analysis and reporting, training and support, and continuous improvement. A Bachelor's degree and 4+ years of experience as a Business Systems Analyst are required, along with hands-on experience with CRM platforms and other customer support tools. Pleo offers a competitive benefits package including a Pleo card, lunch allowance, hybrid work, PTO, additional holiday purchase option, mental health support, LinkedIn Learning access, paid parental leave, and an equity grant scheme.

Requirements

• Bachelor’s degree in Information Systems, Computer Science, Business Administration, or related field
• 4+ years of experience as a Business Systems Analyst or similar role, ideally in customer support or service operations
• Hands-on experience with CRM platforms (e.g., Hubspot, Salesforce,) and other customer support tools
• Experience with business process modeling and system integration projects
• Proficiency with system configuration, reporting, and basic SQL
• Understanding of software development life cycle (SDLC) and agile methodologies
• Familiarity with customer support workflows and key performance indicators (KPIs)
• Strong analytical skills and attention to detail
• Excellent communication and collaboration skills, with the ability to work across multiple teams
• Problem-solving mindset with a focus on delivering practical and impactful solutions

Responsibilities

• Evaluate and document customer support processes, identify inefficiencies, and recommend technology-based solutions to improve customer service workflows
• Serve as the subject matter expert (SME) for customer experience. Collaborate with IT teams to configure, customize, and optimize these systems
• Collaborate with cross-functional teams, including customer support, IT, and product teams, to gather and define system requirements, ensuring alignment with business goals
• Lead or support the implementation of system changes, upgrades, and new technology rollouts. Monitor project progress and coordinate with stakeholders to ensure timely delivery
• Work with internal teams and third-party vendors to integrate customer support systems with other business tools, such as CRM, ERP, and communication platforms
• Develop and maintain reporting dashboards to track customer support metrics (e.g., response times, resolution rates). Provide insights to leadership for data-driven decision-making
• Provide training for customer support teams on new system features and functionality. Act as a first point of contact for system troubleshooting and issue resolution
• Regularly assess system performance and user feedback to recommend and implement enhancements that improve user experience and system efficiency

Benefits

• Your own Pleo card (no more out-of-pocket spending!)
• A monthly allowance of €55 per month (INR equivalent) towards your lunch
• Hybrid, flexible working arrangement
• 25 days of PTO + public holidays
• Option to purchase 5 additional days of holiday through a salary sacrifice
• We’re trialling MyndUp to give our employees access to free mental health and wellbeing support with great success so far
• Access to LinkedIn Learning - acquire new skills, stay abreast of industry trends and fuel your personal and professional development continuously
• Paid parental leave - we want to make sure that we're supportive of families and help you feel that you don't have to compromise your family due to work
• All of us have a stake in Pleo’s success - ask us about our equity grant scheme