Job Details

Business System Analyst - Contract - Hybrid (Multiple Locations)

In this role, you will partner closely with our internal Business Technology Group and Support teams to maintain and enhance the systems/tools largely powered by Salesforce. We are looking for a self-starter who can learn quickly, drive deliverables, and take pride in ensuring that the customer and analyst experience is always kept at the forefront.

Responsibilities:

• Reimagine how customer support can improve customer experience and identify opportunities for technology improvements that lead to best-in-class customer service.
• Plan, prioritize, and lead the delivery of systems on the Support roadmap to meet Support strategy and business needs.
• Assume the role of product owner in scrum team(s) ensuring business requirements documentation, user story readiness, backlog grooming, user acceptance testing, and release planning.
• Work and collaborate cross-functionally with business technology, environments, services, and product teams to prioritize requirements and define the delivery roadmap.
• Troubleshoot and triage reported system issues and work with the business and business technology to find viable solutions and facilitate the resolution of issues.

• Bachelor's degree, or equivalent, and relevant working experience.
• 3+ years of Business Analysis experience, preferably supporting enterprise-sized organizations.
• 2+ years' experience working with Salesforce Service Cloud.
• 1+ years' experience with Agile development processes.
• Ability to be flexible, multi-task, and get things done in a fast-paced and constantly changing environment.
• Previous experience providing technical/customer support.
• Familiarity with Coveo and Adobe Experience Manager (AEM) is a plus.
• Salesforce certification is a plus.
• Proficiency with JIRA and Confluence is a huge plus.

• Job type: Contract
• Duration: 9M
• Potential to Extend/Convert: Yes
• Location(s): Pleasanton (CA), Atlanta (GA), or Austin (TX)
• Interview Mode: Video
• Rounds: 2