Senior Business Systems Analyst

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ServiceTitan's IT Business Application Systems team is responsible for providing strategic direction and leadership on business technologies servicing internal customers in process improvement, implementation and application support.
The Business Application Systems team is seeking a talented Senior Business System Analyst with focus on Customer Success technologies. This person will have the opportunity to work closely with ServiceTitan's customer facing teams in the areas of Professional Services, Success, Training and Support. The candidate must be organized, able to analyze systems from a business perspective, adept at working in a dynamic and fast-paced environment, able to follow and implement a project schedule, have a continuous improvement mindset and be capable of handling multiple priorities concurrently. We are looking for candidates who excel in cross-functional collaboration, problem-solving and are excited to use technology to design solutions to solve business problems.
What you'll do:

  • Act as a primary liaison between Customer Success, Operations and IT. Build and foster relationships with business partners
  • Maintain strong understanding of business process, goals and drivers
  • Collaborate with management, technical staff and functional SMEs to understand business needs/issues, troubleshoot problems, conduct root cause analysis and develop cost effective resolutions for system and data anomalies
  • Manage and support systems and data integrations, data quality & integrity, error logs and updates
  • Own the support and troubleshooting of production applications within the Customer Success tech stack
  • Use and recommend best practices when designing and delivering solutions to improve business process and efficiency in Salesforce and integrated applications
  • Own functional tasks and deliverables, including: fit/gap analysis, functional/technical design, testing, support, and continuous improvement of business applications
  • Create and maintain project, application and architectural design documents aligning to Salesforce development best practices.
  • This role will have demonstrable expertise in Salesforce (Service and Sales Cloud)
  • Knowledge of testing methodologies including Agile and Scrum approaches
  • Keep up with current technical knowledge and industry best practices


What you'll bring:

  • Bachelor's Degree in Computer Science, Business Administration, or a related field, required
  • Advanced Administrator and Platform App Builder Certifications preferred
  • 5+ years of relevant experience in a similar role within IT or Operations required (in SaaS or Start-up environment, preferred)
  • 3+ years of Salesforce experience with Service and Sales Cloud. Excellent understanding of Salesforce.com best practices and functionality
  • Able to gather business needs and make technical recommendations while also being able to communicate business needs of stakeholders to technical teams
  • Deep understanding of cloud platforms and data management
  • Strong understanding of when to apply different Salesforce automations (Apex Triggers, Flows/Process Builder, and Flow)
  • Strong understanding of Salesforce debug logs and being able to resolve Salesforce errors and issues
  • Self sufficient, forward and critical thinking, self starting problem solver, and work with little direct supervision
  • Champion a continuous improvement culture and environment that encourages cooperation, open communication, teamwork and knowledge sharing. Excellent written and verbal communication and listening skills
  • Ability to effectively prioritize and manage changing priorities, recurring or ongoing tasks and major projects
  • Strong understanding of IT project management, SDLC processes and methodologies, such as Waterfall, Agile Scrum and associated best practices, leveraging tools such as JIRA
  • Experience with Customer Success related technologies (i.e Gainsight, TalkDesk, Gong)
  • Excellent analytical skills, as well as accuracy and attention to details
  • Technology aptitude and learning ability
  • Proactive problem solving skills


Be Human With Us:
Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.
What We Offer:
When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career:

  • Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
  • Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
  • Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.


At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

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