Senior Business Systems Analyst
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Senior Business Systems Analyst shaping and scaling global service delivery systems using Salesforce Service Cloud. Act as strategic advisor to drive innovation and excellence across teams.
Responsibilities:
- Lead the design, configuration, and continuous improvement of Salesforce Service Cloud for global customer operations
- Serve as the functional and strategic owner of Service Cloud capabilities — including Case Management, Entitlements, Knowledge, CTI, Omni-Channel, and more
- Translate complex business requirements into scalable, best-practice Salesforce solutions
- Drive the development of advanced case routing, SLA automation, and escalation workflows
- Optimize and expand self-service, knowledge base, and community support channels
- Champion the use of Einstein features, including bots, recommendations, and analytics for smarter service delivery
- Collaborate with Product, Engineering, Customer Care, and IT to ensure roadmap alignment and delivery
- Act as a lead analyst and mentor to junior BSAs and support team members
- Develop and maintain dashboards, health checks, and KPI reports to track performance and outcomes
- Support and contribute to omnichannel service strategies (chat, phone, email, social)
- Evaluate and implement 3rd party solutions and Salesforce managed packages to extend platform functionality
- Own change management, documentation, testing, and training to support end-user adoption
- Stay ahead of Salesforce platform innovations and drive proof of concepts (POCs) to evaluate potential impact
Requirements:
- 10+ years of experience as a Business Systems Analyst or Functional Consultant on the Salesforce platform
- 5+ years of hands-on experience with Salesforce Service Cloud (including Case Management, Knowledge, Entitlements, Milestones, CTI, Chat)
- Proven expertise configuring Salesforce using Flows, Validation Rules, Omni-Channel, Page Layouts, and Permission Sets
- Strong familiarity with Einstein, Prompt Builder, and Agentforce
- Excellent communication skills: ability to translate technical solutions into business value
- Strong project and stakeholder management abilities
- Experience working in Agile/Scrum environments with product and engineering teams
- Salesforce Administrator Certification
- Bachelor’s degree in Business, Computer Science, MIS, or related technical field
- Preferred: Salesforce Advanced Admin, App Builder, or Experience Cloud certifications
- Experience with integration platforms and APIs
- Familiarity with CPQ, Quote-to-Cash, or Subscription Billing platforms
- Background in SaaS or global customer operations environments
Benefits:
- Flexible remote or hybrid work model
- Culture of continuous learning and Salesforce certification support
- Collaborative team with a passion for delivering exceptional customer experiences
Similar Jobs
Systems Architect
Systems Architect at CACI designing and modernizing mission-critical IT systems. Leading transitions from legacy environments to cloud-ready architectures while ensuring federal compliance.
Financial Systems Analyst
Financial Systems Analyst responsible for Yardi Voyager system configuration and support. Collaborating cross-functionally to enhance financial operations in multifamily real estate.
Senior Systems Engineer
Commercial Pre-Sales Systems Engineer advising enterprise customers on critical technology decisions. Engaging stakeholders to design resilient, secure, and future-ready data platforms.
Business Systems Analyst
Business Systems Analyst translating business needs into technical requirements for Agile teams at Quility Insurance, a modern Insurtech company.
Operations & Systems Analyst
Operations & Systems Analyst responsible for optimizing internal tools and ensuring data accuracy at Game Plan Tech. Owns knowledge base management and provides insights for the leadership team.
Clinical Systems Analyst II – Systems Analyst III, Epic
Clinical Systems Analyst II/Systems Analyst III designing and implementing medical information systems. Requires collaboration with healthcare teams and users while providing training and support.
Systems Analyst II – Test Automation
Systems Analyst II providing test automation support for Cleveland Clinic's IT and Cybersecurity team. Collaborating on project documentation and Epic-based reporting solutions in a remote role.
RPA Systems Analyst II
RPA Systems Analyst II at Cleveland Clinic supporting automated systems in financial analytics. Involves project management and training on automated solutions.
Applied AI Business Systems Engineer
Applied AI Business Systems Engineer at Interplay Learning, leading digital transformation with AI strategies. Collaborating with a dedicated team to implement impactful AI solutions in a thriving EdTech startup.
Senior Systems Analyst
Senior Systems Analyst developing intelligent solutions for businesses in various sectors at Triggo.ai. Collaborating across teams to deliver efficient solutions aligned with corporate architecture.
Senior Pre-Sales Systems Engineer, K-12, Local Government
Pre-Sales Systems Engineer providing technical support for HPE's K-12 and Local Government business. Focusing on networking solutions and fostering client relationships.
Senior Product Systems Engineer – Lead
Product Systems Engineer Sr. Principal - Lead role managing IHS EHR program activities and ensuring technology solutions meet healthcare professionals' needs.
Ambulatory Systems Analyst II
Epic Ambulatory Systems Analyst II at Cleveland Clinic providing patient-first healthcare and supporting enterprise objectives. Work with Core Epic applications and assist with project development amid passionate caregivers.
Senior Systems Engineer, Network-Focused
Senior Systems Engineer resolving complex networking and service issues for managed IT company GXA. Collaborating with teams to ensure stable client environments and improve service delivery.
Systems Engineer
Systems Engineer at LeadVenture focusing on infrastructure management and technical services delivery. Overseeing projects for improved efficiency in a SaaS environment.
Senior Systems Analyst
Senior Systems Analyst in charge of developing and executing complex IT solutions for Banco Mercantil's innovation hub. Collaborating with diverse teams to meet business requirements efficiently.
Level 2 System Engineer
Level 2 System Engineer diagnosing and resolving IT issues for an Australian IT Services provider. Managing support tickets and collaborating with clients and internal teams remotely.
Level 1 System Engineer
Level 1 System Engineer providing first-line IT support for Australian clients. Working remotely from the Philippines on technical issues for a Managed IT Services provider.
Global Trade Systems Analyst
Global Trade Analyst ensuring compliance and efficiency in Global Trade Team at Ciena. Supporting project management, policy development, and training for trade operations with a focus on collaboration.
Senior Systems Analyst
Analista de Sistemas - SR na DOMVS iT focado em desenvolvimento back-end em .NET e suporte em React. Trabalhar com AWS e arquitetura de microsserviços.