Sr. Business Systems Analyst - CS&S
Genesys is looking for a highly driven Sr. Business Systems IT Analyst to support the Customer Success Services function. This is a unique position which requires deep technical expertise coupled with the ability to solve problems creatively and effectively. As a Sr. Business Systems IT Analyst, you will partner with business stakeholders to analyze current state needs and challenges, identify improvement and automation opportunities, develop a backlog of user requirements, propose business and system architectures, initiate proof of concept effort for specific capabilities and work closely with the IT development team to enable the product(s) - both off the shelf and custom.
The role of a Sr. Business Systems IT Analyst will have responsibility for providing functional and technical expertise in identifying, evaluating, and implementing process and procedures to help solve complex business problems.
Key Responsibilities:
The primary responsibilities for this role include (but are not limited to):
- Creative, innovative and design thinking to enable and improve business processes through new or enhanced products / tools
- Excellent blend of business sense and process knowledge: You evaluate things holistically and think through the objectives, impacts, best practices, and what will be simple and scalable
- High-energy, company first, positive attitude: Passionate and motivated to make a massive impact and work hard in a dynamic environment
- Multi-tasking prioritization expertise: Experience (and preferably an enjoyment of) balancing numerous different priorities and demands
- Excellent critical thinking, problem solving and analytical skills with a keen attention to detail
- Ability to communicate effectively and interact with cross-functional teams
- Excellent verbal and written communication skills including the ability to effectively collaborate with a diverse group of people
- Self-starting, ability to work with minimal direct supervisions; takes ownership
- Ability to effectively prioritize and implement tasks in a high-pressure environment and must be able to manage multiple requests at the same time
- Excellent team player: ability to lead peers in accomplishment of common goals
Minimum Requirements:
- 5+ years of experience as business IT analyst and 2+ years in relation to Customer Success and Care processes and capabilities, A/B testing and web-site optimization, customer support, salesforce, billing/renewals, and analytics
- Experience in agile development cycle, running multiple sprints and leading team to test deliver business initiatives
- Thorough expertise in business process management, technology architecture point-of-views, tool evaluation, roadmap definition business partnership
- Must have experience with Salesforce, Customer Care/Support processes, Billing and renewals and related terminology
- Must be capable of collecting information from multiple sources and integrating the information to find creative ways to meet the business needs.
- Must have active US Citizenship status
Desirable Qualifications Skills:
- Bachelor's degree in the field of computer science or similar technical area
- Salesforce Admin certification
- PMP or equivalent
- Salesforce Service Cloud
- Experience with Salesforce GovCloud
- FedRAMP
Benefits:
- Medical, Dental, and Vision Insurance
- Telehealth coverage
- Flexible work schedules and work from home opportunities
- Development and career growth opportunities
- Open Time Off
- 401(k) matching program
- Adoption Assistance
- Infertility treatments
See more Genesys benefits information at Https://Mygenesysbenefits.Com/