Description:
This position is aligned to our Customer Excellence organization and is focused on technology initiatives for our Customer Support & Professional Services teams using Salesforce Service Cloud, Zendesk and Certinia.
The Senior Business Systems Analyst serves as technology and process expert who partners with the stakeholders, business leaders, and architects to define efficient solutions that are easy to implement and maintain in our tools. They are the voice of the (internal) customer and are responsible for ensuring that the development team builds a solution that meets the customers' needs and delivers business value.
The Senior Business Systems Analyst is the liaison between the end user and technical team, and requires both technical capabilities along with the ability to be analytical. They understands the end-user needs and creates user stories for the architects and developers to build.
This person will ensure that we implement and operate best in class processes for these areas, using out of the box best in class SaaS platforms and they will be the champion that can align the business with easier ways to operate, design and build those processes using our SaaS solutions.
The role will oversee the development phases from inception to delivery by deeply understanding the business requirements, prioritizing the work for the architects and developers, managing the backlog, and evaluating the progress throughout.
What You'll Do
- Be responsible for delivering a system configured to the customer requirements.
- Serve as the primary point of contact between Internal IT and various business units, able to gain alignment from cross functional stakeholders to proposed designs.
- Proactively identify opportunities to leverage technology for business process improvements and operational efficiencies.
- Assist with investigations and analysis of any internal systems support escalations
- Define and document detailed business process flows and technical requirements in collaboration with architecture, aligned to project goals based on user feedback, that results in comprehensive functional specifications. Meet with both technical management and business unit owners to gather, document and confirm project requirements while translating them into scope documentation.
- Plan, manage, and prioritize product feature backlog and development phases. Oversee development stages and evaluate progress at each iteration. Provide feedback to the customer and development teams.
- Facilitate change management processes, ensuring smooth adoption of new technologies within the organization.
- Propose innovative solutions to address challenges and opportunities.
What You'll Bring
- 5-7+ years of business analysis and / or process improvement experience.
- Experience of Salesforce, Service Cloud and / or Zendesk.
- Exposure to Customer Support or Services processes (desirable)
- IT or SaaS experience (ideally within Email/Messaging/Security - but not essential).
- A deep understanding of key technology platforms and industry knowledge on efficient ways they can be used to enable the business. Additionally you will have a deep understanding of the overall in-scope, owned business processes.
- The person needs to have the experience of successfully persuading the business to change how they have operated historically and is intimately familiar with successfully enabling applications in their domain with minimal customization.
- Be familiar with best-in-class process as used in the software industry
- Able to identify and remediate prior customizations and complex processes.
- Experienced running agile sprints.
- Able to make quick yet reliable design decisions resulting in efficient easy to maintain software.