Senior Systems Analyst

Summary

Join Feedzai's Operations team as a Business Analytics Engineer and oversee the Professional Services Automation (PSA) tool built on Salesforce. You will manage and support CS Operations tools, driving operational excellence through automation, data analysis, and strategic insights. Responsibilities include application management, system integration, providing technical documentation and training, and conducting business/data analysis and reporting. You will collaborate cross-functionally to translate business requirements into technical solutions and identify process improvements. The ideal candidate possesses strong PSA tool administration experience, data analysis skills, and a proven track record of implementing automation solutions. This role requires fluency in English and a BS/BA degree or equivalent.

Requirements

• Fluency in English, both written and oral
• BS/BA degree or equivalent combination of education and experience (engineering, computer science, mathematics)
• Proven experience in administering and managing a PSA tool or/and Salesforce
• Strong understanding of system integration processes and best practices, coupled with the ability to troubleshoot technical issues
• Knowledge and Proficiency on the following tools is also mandatory: SQL language
• Database management and data analysis software such as Snowflake, DBT, and other advanced analytics tools
• Business Intelligence tools such Lightdash, Tableau, Power BI or Looker
• Proven track record of implementing process improvements and automation solutions that resulted in measurable efficiency gains and cost savings
• Process Automation tools like Zapier or the like

Responsibilities

• Application Management: Own and optimize the Professional Services Automation system (and internal corporate applications such as JIRA and Zendesk), ensure efficient tool usage and adoption regarding project management, resource allocation, time tracking, and billing processes, and maintain documentation on configurations, technical processes supporting business requirements, and issues monitoring
• System Integration: Oversee integrations between PSA tools and other business/service desk/financial applications ensuring seamless data flow and interoperability across platforms
• Enablement: Provide relevant technical documentation, training and support to ensure maximum adoption and effective utilization of PSA capabilities, other Corporate Applications, automation and reporting tools
• Business/Data Analysis, Insights & Reporting: Provide CS Operations/Business stakeholders capability to analyze complex datasets from PSA/Corporate Application systems by developing dashboards, KPI tracking systems, and analytical reports in order to identify trends, forecast business outcomes, and provide actionable recommendations to stakeholders
• Cross-functional Collaboration: Partner with business process leaders and different functions regarding business requirements and translate it into technical solutions within the PSA environment and other systems/tools owned by CS Operations
• Process Automation, Innovation & Continuous Improvement: Identify process/tooling/system improvements and implement sound solutions to increase efficiency, effectiveness, operationability, sustainability and scalability

Preferred Qualifications

• Experience with JIRA, Zendesk or other corporate applications within a fast-paced operational environment is also highly valuable
• 5+ years of experience in a SaaS / Enterprise software company with global/multicultural environment; experience with professional services/global services and supporting operations (such as regional ops, operations analyst, or the like) or portfolio management is a plus
• Experience in GenAI tools for productivity and process automation is a big plus
• Professional Services Automation certifications preferred
• Salesforce Administrator certification
• Project Management Software such as Trello, Jira or Microsoft Project
• Knowledge Management Software such as Confluence, SharePoint, etc