Shippo has experienced tremendous growth on the back of the continued shift towards e-commerce. Our Business Applications team is now seeking a Business Systems Analyst to PM our business applications and provide cross-functional assistance to our growing IT team.

As a Business Systems Analyst, you will be responsible for driving discovery across multiple teams along with development of and delivery against a feature and enhancement backlog. You will be responsible for becoming a go-to SME for key business teams. Additionally, as a high-growth startup, we wear many hats and one of yours will be to spend time on internal testing to ensure release quality. An ideal candidate will have experience configuring complex systems, primarily Zendesk and Salesforce in addition to 3rd party integrations systems via proper change management and ticketing systems.

The Business Applications team focuses on delivering application support to enable our Customer Support, Go-to-Marketo and G&A functions and driving meaningful enhancements to existing applications along with implementation of innovative technology programs to increase the ROI of our technology and improve the overall value and performance of Shippo! Put another way - we make systems/processes more efficient, reducing manual/ low-value work and enabling the company to run efficiently, make better decisions, and be more profitable. 

Shipping & handling responsibilities:

• Able to communicate effectively to cross-functional personnel with varying degrees of technical proficiency.
• Willingness to own and ability to learn system configuration and user setup as needed.
• Configure Zendesk Triggers/Automations, Salesforce flows, roles/permissions, validation rules, reports, and dashboards.
• Ability to configure and implement system changes according to best practices.
• Facilitate and lead cross-functional requirement sessions to elicit, document, and analyze business requirements and functional specs.
• Able to identify unspoken/conflicting requirements and drive meaningful change even going against the grain (as needed).
• Collaborate with business partners, developers, and users to drive delivery for small projects, including: status updates, issue resolution, scope changes, UAT, deployment, etc.
• Ability to collaborate effectively with users for intake, triage, and resolution of support requests.
• Provide day-to-day administration and maintenance of critical business systems.
• Strong sense of urgency in day to day tasks, ability to maintain SLAs.
• Ability to handle ambiguity and work effectively in a fast paced environment.
• Proactively identify recurring issues or “value-add” areas and propose process, data, and/or systematic solutions.
• Creates/maintains presentations, training materials, user guides (walkthroughs) and documents current and new system process flows.
• Educate business partners on how to successfully engage and work with Business Systems. Provides/ facilitates system training.

• 3-5 year(s) prior work experience in a Zendesk technical role (Business systems, Data, BI, etc) or Salesforce Technical role. (required)
• Prior hands-on experience working in/configuring complex system(s). (Zendesk Agent Workspace, Salesforce Sales Cloud, Salesforce Service Cloud, Salesloft, Clearbit, Marketo etc.) (required)
• Zendesk Administrator Expert (required)
• Salesforce Certified Administrator (required)
• Salesforce Certified Advanced Administrator (preferred)
• Salesforce Trailhead Ranger or higher. (preferred)
• High level understanding of Apex. (preferred)
• Proficiency in Excel/Google sheets - lookups (v,h,x,index match), pivots, string manipulation, logic statements, conditional formatting, charts, etc.
• Beginner knowledge of SOQL (simple statements, understanding of joins).
• Agile experience.

• Healthcare coverage for medical, dental, and vision (90% covered by the company, incl. dependents).
• 3 Volunteer Days Off (VTOs)
• WFH stipend to set up your home office
• Dedicated programs, coaching, tools, and resources for your professional and career growth as well as an individual learning stipend for your personal and focused growth
• Fun team meetups through our Shippos everywhere program that includes regular team and company off-sites throughout the year as well as gatherings with your local Shippos

Sail through the process:

We celebrate inclusivity and are committed to creating opportunities for people from diverse backgrounds, perspectives and geographies. These values define who we are and everything we do, thus we do our best to make our recruiting process accessible and transparent. For support, please reach out to accommodations@goshippo.com

Shippos in the wild:

Our workforce, much like the packages we help ship, spans across the globe. This means, through Shippo’s “remote-first” policy, our hires can be based anywhere globally, with the exception of Delaware, Nevada, Ohio, Oregon, Hawaii, New Mexico, Montana and West Virginia. For locations outside of the US and Ireland, the employment contracts are powered by Remote.com (all Shippo perks still apply - including equity!).

What is important to emphasize is that you can be successful at Shippo regardless of location.

Shippo uses the E-Verify program, which confirms employment authorization of all newly hired employees and most existing employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security. For new hires, the E-Verify process is completed in conjunction with the Form I-9 Employment Eligibility Verification on or before the first day of work. E-Verify is not used as a tool to pre-screen candidates. For up-to-date information on E-Verify, go to www.uscis.gov and click on 'E-Verify' located near the bottom of the page.