Sr. Salesforce Business Systems Analyst (Global Customer Support)

About the Role

As a Sr. Business Systems Analyst, you will be a key contributor to our team, working within a dynamic environment to understand and document the business needs of our Customer Support organization. You will partner closely with stakeholders across Customer Support, Business Technology, and Product teams to not only analyze current processes and identify opportunities for system and tool enhancements, but also implement new technologies. You will be responsible for translating business requirements into clear and actionable system specifications to improve efficiency and the overall support experience. This is an excellent opportunity for a motivated individual to learn and grow within a critical function of our company.

Key Areas of Responsibilities :

Work closely with Customer Support stakeholders to understand their business needs and challenges within specific areas

Elicit, document, and validate business and system requirements using various techniques such as interviews, workshops, and user stories.

Analyze existing customer support systems and processes to identify basic gaps and inefficiencies.

Translate business requirements into clear and concise documentation, including business requirements documents, user stories, process flows, and basic data diagrams.

Collaborate with technical teams to ensure a clear understanding of the documented requirements.

Support user acceptance testing (UAT) efforts to ensure system changes meet the defined business needs.

Maintain accurate and up-to-date documentation.

Assist in troubleshooting and triaging reported system issues.

Participate in team meetings and provide regular updates on progress.

About You

Basic Qualifications :

9+ years Business Analyst experience, preferably supporting enterprise-sized organizations.

5+ years experience working with Service Cloud.

Bachelor degree, or equivalent experience, and relevant working experience.

Ability to analyze system flows and data concepts.

Good communication and interpersonal skills with the ability to interact effectively with various customers.

Ability to learn quickly and take ownership of work you're doing.

Basic understanding of process mapping and documentation.

Other Qualifications :

Bachelor's degree in Business Administration, Information Technology, or a related field.

Experience with specific CRM or support platforms (e.g., Salesforce Service Cloud, Zendesk).

Familiarity with agile development methodologies.

Experience with tools for documentation and collaboration (e.g., Confluence, Jira).

Previous experience in a customer support role is a plus.