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Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumer, small business, and self-employed customers around the world the opportunity to prosper.

Overview

Come join the Practice Workforce Operations Solutions team as Senior Business Systems Analyst. The team is primarily responsible for platform configuration and requirements gathering that enable platform capabilities on which Intuit plans, measures, acts, and analyzes our Operations. These capabilities ensure delivery to customers by experts at scale for On Demand, Time-Bound and Ongoing Services. We work closely with our forecasting, planning, and real-time Ops teams, to help deliver the technology they need to deliver upon their goals.

We are looking for a BSA with a strong background in Operations (or equivalent experience), a propensity for E2E thinking, and demonstrated ability to translate meaningful requirements from Business Ops to Product Management.

What you'll bring

• 4-5+ years of Operations and technology experience- e.g. Salesforce, Contact Center Technology, Workforce Management Systems, workforce scheduling, forecasting and planning, logistics, work tracking
• Product/Experience Management: designing processes and leveraging technology to address customer, expert and business problems.
  • Customer/Expert Workflow (diagrams) and Journey Mapping, leveraging experience design principles
  • Technical aptitude with software/service development, and associated processes (Scrum, Agile, UAT, etc.)
  • Demonstrated proficiency in process development, implementation and improvement across multiple functions and teams to improve business results
• Program & Project Management - manage the deployment of critical capabilities and process changes - managing disparate resource, time, and scope constraints.
• Process Excellence/Business Process Reengineering - Strong analytical skillsability to quickly assess performance, identify opportunities, and implement solutions.
• Knowledge in Data and Reporting technology & tools a plus
• Demonstrated ability to manage time and prioritize projects to meet deadlines
• Tendency to pay close attention to small details that could impact results
• Strong team player with energy, enthusiasm and detail orientation to produce high quality deliverables in a fast paced environment.
• Excellent written and verbal communication skills with ability to present complex ideas in clear concise fashion to technical and non-technical audiences
• Extensive experience in working with cross-functional business teams, and the ability to influence project outcomes is required for this role.
• Bachelor's degree in technical field or equivalent from a top institution, with operations experience desired or equivalent experience.

How you will lead

• Partner with various business and technical teams to drive the implementation capabilities to support Operations.
• Translate business questions into verifiable requirements, create plans to implement, and partner with Product Managers to deliver amazing products
• Leverage data and direct customer/expert observation, understand experiences and proactively identify ways to improve existing processes and capabilities.
• Develop, document and drive requirements for Product Management and Product Development teams (Business Unit & Platform). Validate and align technology roadmaps, and support backlog prioritization.
• Address issues of existing systems, partner with teams to implement improved processes
• Oversee deployment of new capabilities, ensuring E2E quality strategy in place (e.g. UAT)
• Communicate to inspire action - with clarity, simplicity, and a passion for our customers and experts.