Lead Business Systems Analyst

$160,000 - $213,000/Yr

Blackline - Pleasanton, CA

Full-time - Mid Level

Pleasanton, CA

Construction of Buildings

About the position

The Lead Business Systems Analyst will be responsible for optimizing business processes within Customer Support, Professional Services, and Salesforce Communities. This role serves as a key liaison between business stakeholders and IT, driving strategic IT solutions to enhance core business processes. The ideal candidate will have extensive experience with Salesforce, particularly Service Cloud and Communities, and will lead cross-functional collaboration to ensure effective implementation of new processes and systems.

Responsibilities

• Act as the primary IT point of contact for Customer Support, User Experience, and Professional Service Operation teams.
• Lead the analysis, redesign, and implementation of business processes related to Customer Service and Customer Support via Communities.
• Gather, document, and validate requirements from business counterparts, proposing innovative business processes and solutions.
• Facilitate cross-functional collaboration between various teams, ensuring smooth implementation and adoption of new processes and systems.
• Oversee the delivery of technology solutions from inception through to completion, coordinating with technical development teams.
• Continuously monitor and assess new technologies and best practices, recommending improvements.

Requirements

• Bachelor's Degree in Computer Science, Information Systems, or related fields.
• 5+ years of experience implementing and supporting large scale, technically complex solutions on Salesforce ecosystem.
• Experience integrating the Salesforce platform with internal and external systems.
• Well versed with Apex code, Custom Objects, Workflow Rules, Custom Fields, Validation Rules, and VisualForce Pages.
• Programming background using APEX, Visualforce, Lightning.
• Deep understanding of Conga Composer and Conga CLM, SaaS and CLM processes.
• Strong problem solving, critical thinking, and analytical skills.

Nice-to-haves

• Minimum of 5 years of experience in a Business Systems Analyst role with extensive experience in Customer Support and Salesforce Communities.
• Preferred certifications in Salesforce Service and Community Clouds.
• Preferred certifications in Agile SafE or PMP.

Benefits

• Professional development seminars and inclusive affinity groups to support diversity.