The Role
The Sr Business Systems Analyst will optimize service delivery by managing Salesforce Service Cloud and PSA tools, gathering requirements, designing processes, and ensuring seamless integration across platforms. Responsibilities include data integrity, AI implementation, and enhancing service operations through analytics.
Summary Generated by Built In
Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins.
Why join Coupa?
🔹 Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend.
🔹 Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence.
🔹 Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other.
Learn more on Life at Coupa blog and hear from our employees about their experiences working at Coupa.
The Impact of a Sr Business Systems Analyst - Services & Support at Coupa:
We are seeking a Sr Business Systems Analyst specializing in Salesforce CRM to optimize our service delivery and post-sales operations. This role is pivotal in bridging the gap between our Customer Success, Professional Services, and Finance departments.
You will be responsible for gathering requirements, designing scalable processes, and ensuring that our PSA tool and Service Cloud environment provide a 360-degree view of the customer journey from project kickoff to ongoing support.
What You'll Do:
- Requirements Discovery & Process Design:
- Lead discovery sessions with Customer Success and Professional Services stakeholders to document business requirements and "as-is/to-be" workflows.
- Translate complex business needs into detailed user stories, functional specifications, and process flow diagrams.
- Design solutions that balance "out-of-the-box" Salesforce functionality with necessary custom builds.
- PSA & Service Cloud Optimization is highly preferred:
- PSA Management: Optimize project setup, resource management, time/expense tracking, and project accounting (revenue recognition) within the PSA tool.
- Service Excellence: Enhance Service Cloud features including Case Management, Knowledge Base, Omni-Channel routing, and Service Level Agreements (SLAs).
- Cross-Platform Alignment: Ensure seamless data flow between Service Cloud/PSA and our Zuora Billing platform for accurate usage-based billing and renewals.
- Data Integrity & Insights:
- Develop and maintain executive dashboards and reports to track key performance indicators (KPIs) such as Resource Utilization, Project Margin, CSAT, and Time-to-Resolution.
- Conduct User Acceptance Testing (UAT) and manage the end-to-end QA process for new feature releases.
- Own the Services & Support systems backlog, balancing strategic initiatives, technical debt, and operational requests.
- Partner with Product Owners and Developers to manage release readiness, go-live execution, and post-deployment validation.
- Act as the "Source of Truth" for service data, performing regular audits to ensure data hygiene.
- AI Capabilities:
- Agentforce Implementation: Act as the functional lead for Salesforce Agentforce, designing AI agents that can autonomously handle Tier-1 support cases or project updates.
- Predictive Resource Management: Use AI to analyze historical project data to forecast resource needs, identify skill gaps, and predict project margin leakage before it occurs.
- Generative Documentation: Implement AI tools (like Einstein for Service) to automatically generate case summaries, knowledge articles, and project status reports.
- Sentiment & Intent Analysis: Configure Service Cloud AI to identify customer sentiment and intent, ensuring high-priority or at-risk professional services clients are routed to the right experts immediately.
What You Will Bring to Coupa:
- Experience: 5-7 years as a Business Analyst, with at least 3 years specifically focused on the Salesforce ecosystem.
- Domain Expertise: Deep understanding of the Professional Services lifecycle (Resource Management, Project Burn Rates) and Support operations.
- Highly prefer hands-on experience with PSA tools (e.g., FinancialForce/Certinia, Open Air …).
- Prefer strong configuration skills in Salesforce Service Cloud and Experience Cloud.
- Proficiency in Jira, Confluence, and Lucidchart (or similar visualization tools).
- Soft Skills: Exceptional ability to "translate" between technical developers and non-technical business leaders.
#LI-Hybrid
#LI-AA2
Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment. Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees.
Please be advised that inquiries or resumes from recruiters will not be accepted.
By submitting your application, you acknowledge that you have read Coupa’s Privacy Policy and understand that Coupa receives/collects your application, including your personal data, for the purposes of managing Coupa's ongoing recruitment and placement activities, including for employment purposes in the event of a successful application and for notification of future job opportunities if you did not succeed the first time. You will find more details about how your application is processed, the purposes of processing, and how long we retain your application in our Privacy Policy.
Top Skills
Ai Tools
Confluence
Financialforce
JIRA
Lucidchart
Professional Services Automation
Salesforce Service Cloud
Zuora Billing
What the Team is Saying
Aditya Maheshwari
Sr. Software Engineer, Cloud
Alex Moon
Operations Analyst, Order Management
Jose Miguel Jimenez
Procurement
Jessica Fonseca
Technical Support Specialist
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The Company
What We Do
Coupa is a global technology company that helps businesses run smarter by connecting all the ways they spend money — from procurement and expenses to payments and supply chain decisions — in one intelligent platform. In simple terms, Coupa gives organizations the visibility and control they need to make better financial choices, reduce waste, and drive real impact. It’s where technology meets purpose: helping companies manage their resources more responsibly while creating a positive ripple across their people, partners, and the planet.
Why Work With Us
At Coupa, we prioritize an inclusive and empathetic workplace where every voice is valued. Our teams are proactive and accountable, ensuring we collaborate effectively to achieve our goals. The foundation of our culture rests on our people; we believe in fostering an environment that encourages innovation and curiosity.
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Coupa Offices
Remote Workspace
Employees work remotely.
Our virtual-first approach is intentional. It gives you the freedom to do your best work in a space that supports focus, balance, and creativity, while staying connected to a global team of changemakers who are redefining the future of business spend
Typical time on-site:
None
HR
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Dubai, Dubai 48800
Hyderabad office
São Paulo, BR
Shivaji Nagar, IN
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Uppsala, SE
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