Job Description
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.
Job Summary
As a Business Systems Analyst within the IT Go to Market - Customer Experience team, your role will involve working on our newest initiatives to implement and improve cutting edge SaaS business applications. Your focus will be on leveraging data and implementing digital workflows to optimize and provide an exceptional customer experience. This position plays a vital role as a liaison between the company's Global Customer Care and Experience team, with a specific emphasis on Customer Success, Customer Service Delivery, and Digital Support & Success.
Business Requirements Analysis
•Partners with business stakeholders to analyze, define and document business requirements for defined-scope enhancements, typically pertaining to a specific functional areas
Process Modeling and Design
•Partners with business stakeholders to analyze, define and document business process models for defined-scope enhancements, typically pertaining to a specific functional area using industry standard modeling techniques
Stakeholder Management
•Manages stakeholder expectations, inputs and communications directly or via project manager, depending on project scope
•Guides business and project delivery stakeholders through IT process and obtains relevant participation
•Build productive relationships with a global IT team, including BSAs, product owners, developers, architects, and business partners
Solution Design
•Responsible for designing and documenting solutions within own track
•Interacts with other track BSAs
•Is an expert in the supported functional track
•Is able to vet data models, technical designs and drive best practices
Documentation
•Follows guidelines and templates relevant to a particular technology stack to produce the necessary project artifacts
Functional Design
•Develops functional designs for specific functional areas for major enhancements or projects
•Owns and evangelizes functional designs across cross functional groups
•Ensures that functional designs meet business needs and are in line with the solution design
•Keeps up to date with industry trends and vendor capabilities to produce robust functional designs
•Apply knowledge of different methodologies for config, build, and integration considering capabilities, limitations, and trade-offs to design and develop architectural framework
Architecture
•Translate business requirements into well-architected out of the box and custom solutions across a wide array of applications and interfaces
•Lead technical design sessions; architect and document technical solutions that are aligned with business objectives
Testing & Test Design
•Owns specific modules in the application and develops test cases based on requirements and technical design
•Defines test strategy and execution approach to test specific module of an application
•Coordinates with stakeholders and obtains relevant signoffs
•Clarifies defects, triage and coordinate resolution with engineering teams
Project Management
•Manages enhancement and project releases for specific modules
•Ensures delivery meets release goals
System Configurations
•Develops mastery in configurations of specific module/modules of an application
•Brings in best practices by keeping up-to-date with the technology and vendor products
•Documents configurations for future use and training
Day to Day Support (Production Support)
•Supports first level resources
•Triages and troubleshoots issues
•Works with various functions within GTS to ensure RCA is complete and SLAs are met
Training and Change Management
•Works directly with functional SMEs and management team to coordinate SME training requirements and execution
•Communicates status against key support issues
Vendor Management
•Ensures vendor resources have appropriate workspace, system access, and tools
•Manages / leads individual consulting resources as assigned
•Understands vendor roadmaps
•Manages feedback and escalations, negotiation, contract renewals
•Conducts limited-scope vendor negotiations
•Provides status against plans and escalates issues
Vendor & Application Technology Evaluation
•Supports creation of vendor and application technology evaluation plans and presentations
•May conduct research, pilot features and document and prepare recommendations for review
•Conducts limited-scope vendor negotiations
Additional Qualifications/Responsibilities
Responsibilities
•Be a driver in defining the vision, roadmap, and requirements to support the customer success strategy and implementation
•Good understanding of Customer Success tools and track trends/offerings to incorporate new ideas into a robust customer success application
•Experience with leveraging AI to support workflows, omnichannel experiences, and gather insights to translate into business opportunities
•Understand customer and internal needs to build use cases to drive improvements and identify areas of opportunities for improvements within Customer Success and Care teams through automation or simplification
•Manage projects partnering with matrixed cross functional and global teams to ensure delivery of applications aligned to the business and IT strategy
Must Have Qualifications
•Bachelor's in Computer Science/Information Systems, Business or related field
•4 years implementing & managing cloud systems/applications in an Agile environment Experience in leveraging Salesforce Service/Sales Cloud, CRM Analytics, and integrating across multiple applications to solve business problems
•Experience with implementing customer success applications and translating business requirements into well-architected solutions leveraging across a wide array of applications and interfaces across multiple business functions within Customer Success and Experience
•Have in-depth Go to Market functional knowledge of areas such as Customer Success to understand business requirements and convert them into functional and configurable solutions
•Experience with large scale implementations, integrations, testing, and production support
•Strong understanding of AI concepts and technologies, with experience integrating AI capabilities into applications