Lead Business Systems Analyst

$139,000 - $173,000/Yr

BlackLine Systems - Pleasanton, CA

Full-time - Mid Level

Pleasanton, CA

Computer and Electronic Product Manufacturing

About the position

We are seeking an experienced Lead Business Systems Analyst to lead the optimization of our business processes in Customer Support, Professional Services, and Salesforce Communities. The ideal candidate will be skilled in managing the complexities of cross-functional impacts, particularly in relation to Customer Support, Professional Services, and Community teams. Expertise in Salesforce, including Service Cloud and Salesforce Communities, and Certinia is highly preferred. Serving as the key liaison between business stakeholders and IT, this role is critical in driving strategic IT solutions to transform our core business processes.

Responsibilities

• Act as the primary IT point of contact for Customer Support, User Experience and Professional Service Operation teams, thoroughly understanding and effectively translating business requirements into actionable IT strategies and solutions.
• Lead the analysis, redesign, and implementation of business processes related to Customer Service, Customer Support via Communities, Professional Services, Customer Experience, ensuring alignment with overall business goals.
• Gather, document, and validate requirements from business counterparts, proposing innovative business processes and solutions to improve efficiency and effectiveness utilizing Scrum / Agile Best Practices with Jira.
• Facilitate cross-functional collaboration between Customer Support, Professional Services, Sales, Legal, Finance, Renewal teams, and IT, 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 within the IT organization.
• Continuously monitor and assess new technologies and best practices in the domain, recommending improvements to maintain competitive edge and operational efficiency.

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 one or more of the languages such as APEX, Visualforce, Lightning.
• Enterprise integration architectures such as SOAP, RESTful, ETL.
• Deep understanding of Conga Composer and Conga CLM, SaaS and CLM processes.
• Deep understanding of software testing with knowledge on building test plans and executing them in unit, functional and user acceptance test cycles.
• Strong problem solving, critical thinking, and analytical skills to set up and interpret logic, data tables, and rule relationships.
• Ability to self-train quickly and pick up new skills as necessary.
• Experience in translating customer business requirements into workable technical solutions.

Nice-to-haves

• Minimum of 5 years of experience in a Business Systems Analyst role, with extensive experience in Customer Support, Salesforce Communities and Professional Services and the associated technology solutions.
• Education: Bachelor's degree in Information Technology, Business Administration, or related field.
• Preferred certifications in Salesforce Service and Community Clouds.
• Preferred certifications in Agile SafE, or PMP.

Benefits

• Professional development seminars and inclusive affinity groups.
• Short-term and long-term incentive programs based on eligibility.
• Robust offering of benefit and wellness plans.