Business Systems Specialist_Customer Experience

Location: 715 Fountain Avenue, Lancaster, PA 17601

Hybrid- Lancaster

Job Summary: 

The Business Systems Specialist supports the day effectiveness, improvement, and adoption of systems and processes used across Customer Experience (CX) and Sales Operations. This role collaborates closely with technology, system users, and cross‑functional partners to gather requirements, document workflows, support enhancements, and ensure data accuracy. The Specialist recommends process improvements, coordinates system changes, and supports communication and training needs related to technology updates.

This role is ideal for someone who enjoys connecting People, Process, and Technology to make work easier, more efficient, and more consistent across teams.

Duties and Responsibilities: 

Systems & Process Support

• Contribute to the CX & Sales Operations systems roadmap by documenting needs, identifying improvement opportunities, and helping evaluate potential solutions.
• Translate business requirements into clear documentation for technology and project teams.
• Support the testing, validation, and rollout of system enhancements and fixes.

Cross‑Functional Coordination

• Partner with technology and business stakeholders to support medium‑complexity projects, enhancements, and process changes.
• Facilitate requirements sessions, process mapping activities, and user feedback discussions.
• Coordinate change management activities including communications, readiness, and training support.

Process Improvement

• Identify process gaps and support improvements to workflows, handoffs, and user experience.
• Maintain accurate and up‑to‑date documentation of workflows, SOPs, and best practices.
• Analyze upstream/downstream impacts of proposed changes and raise risks or considerations.

Data Governance & Quality

• Lead governance activities to maintain accuracy and consistency of customer data.
• Partner with technology, Sales Ops, and CX teams to troubleshoot data issues and uphold data quality standards.
• Defining rules, validations, and guidelines that improve reporting and system integrity.

Communication, Adoption & User Support

• Prepare communication materials related to releases, enhancements, or process updates.
• Leads adoption planning including user guides, quick‑reference materials, and leads basic training
• Assist with user questions, troubleshooting steps, and basic system support needs.

Knowledge, Skills and Abilities Required:

• Associate’s degree in Business, Marketing, or a related field; or 5–7 years of equivalent professional experience.
• 3–5 years of experience in Customer Service, Inside Sales, Sales Operations, Business Systems, or a related function.
• Proven background in business systems, operations, or process improvement, with familiarity in CX and Sales Operations, including sales enablement and training.
• Strong verbal and written communication skills, with the ability to collaborate effectively across diverse teams and stakeholders.
• High level of persuasiveness, personal resilience, and positive interpersonal communication.
• Experience with CRM platforms (Salesforce preferred), workflow tools, and/or automation solutions.
• Ability to manage multiple priorities, clearly document processes, and support testing and validation activities.

Preferred Qualifications

• Experience assisting with business cases or cost‑benefit analysis.
• Project and/or management training (e.g., PROSCI).
• Awareness of AI‑enabled productivity or modern automation tools.

Supervisory Responsibilities:

• No

What we offer you:

• Competitive medical, dental, vision, and prescription insurance coverage
• 401k with a company match
• PTO Hours are accrued from Day 1
• Tuition reimbursement
• Opportunities for development and internal promotions
• Two minute walk to eco-friendly public transportation from rabbittransit

Sometimes the best jobs get missed because people think they don’t have what it takes. At Ecore, we know hard work, reliability, and a good attitude matter most. No matter your background, experience, or where you’ve come from, if this job sounds like something you’d be proud to do, we’re excited to meet you.

Ecore International is an equal opportunity employer. (Minorities/Females/Disabled/Veterans). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.

NOTICE TO PROSPECTIVE APPLICANTS: Ecore International and its subsidiaries participate in the E-Verify program. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. This employer will provide the Social Security Administration (SSA) and/or the Department of Homeland Security (DHS) with information from each new employee's Form I-9 to confirm work authorization. If, after an applicant has been extended and accepted an offer of employment, the Government cannot confirm that you are authorized to work, this employer is required to provide you written instructions and an opportunity to contact SSA and/or DHS before taking adverse action against you, including withdrawal of the offer of employment or terminating your employment. Employers may not use E-Verify to pre-screen job applicants or to re-verify current employees and may not limit or influence the choice of documents presented for use on the Form I-9. In order to determine whether Form I-9 documentation is valid, this employer may use E-Verify's photo screening tool to match the photograph appearing on some permanent resident and employment authorization cards with the official U.S. Citizenship and Immigration Services' (USCIS) photograph.