Business Systems Analyst

Summary

Join our Customer Experience team as a skilled Business Systems Analyst and play a crucial role in transforming and optimizing our systems for customer-facing teams.

Requirements

• Bachelor’s degree in Business Administration, Computer Science, or a related field
• 3+ years of experience in business analysis or a related field, with at least 2 years focused on Salesforce
• Strong understanding of Salesforce CRM functionality
• 2 years of experience in supporting Field Service and Customer Support business functions
• 2 years of direct hands-on experience with Salesforce.com Field Service Management, Case Management, and/or Call Center

Responsibilities

• Collaborate with CX leaders to define technology priorities, enhancements, and fixes
• Facilitate meetings and workshops to elicit business process flows and requirements
• Map functional business requirements to Salesforce.com features; develop as-is and to-be process maps
• Write and document requirements, business rules, use cases, and process flows
• Analyze and ensure consistency and clarity of requirements
• Manage the requirements documentation lifecycle and collaborate with technical teams on solutions
• Establish relationships with CX business owners to understand and represent their needs
• Develop and maintain reports and dashboards to provide insights into key performance indicators
• Support project risk management, technical design, development, and testing activities
• Facilitate UAT efforts, including writing test scripts and triaging issues
• Leverage Salesforce, AWS Connect, Power BI, and Sigma to develop reporting for CX leaders
• Analyze business issues and make data-driven recommendations
• Prepare project-specific documentation and conduct training sessions for end users