Lead Business Systems Analyst

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Job description

Make Your Mark
We are seeking an experienced Lead Business Systems Analyst to lead the optimization of our business processes in Customer Support, Professional Services, and Salesforce Communities. The ideal candidate will be skilled in managing the complexities of cross-functional impacts, particularly in relation to Customer Support, Professional Services, and Community teams. Expertise in Salesforce, including Service Cloud and Salesforce Communities, and Certinia is highly preferred. Serving as the key liaison between business stakeholders and IT, this role is critical in driving strategic IT solutions to transform our core business processes

You'll Get To
Act as the primary IT point of contact for Customer Support, User Experience and Professional Service Operation teams, thoroughly understanding and effectively translating business requirements into actionable IT strategies and solutions.

Lead the analysis, redesign, and implementation of business processes related to Customer Service, Customer Support via Communities, Professional Services, Customer Experience, ensuring alignment with overall business goals.

Gather, document, and validate requirements from business counterparts, proposing innovative business processes and solutions to improve efficiency and effectiveness utilizing Scrum / Agile Best Practices with Jira

Facilitate cross-functional collaboration between Customer Support, Professional Services, Sales, Legal, Finance, Renewal teams, and IT, ensuring smooth implementation and adoption of new processes and systems.

Oversee the delivery of technology solutions from inception through to completion, coordinating with technical development teams within the IT organization.

Extensive knowledge of Salesforce Service Cloud, Salesforce Communities, and Professional Services in the customer support sector

Strong knowledge of Salesforce Service Cloud, Salesforce Communities, Certinia PSA Software and Professional Services Support.

Strong knowledge of Scrum and Agile methodologies using Jira and good understanding of best practices

Act as a resource for the Salesforce platform including Service Cloud, Communities, Certinia Software

Continuously monitor and assess new technologies and best practices in the domain, recommending improvements to maintain competitive edge and operational efficiency.

What You'll Bring
Bachelor's Degree in Computer Science, Information Systems or related fields.

5+ years of experience implementing and supporting large scale, technically complex solutions on Salesforce ecosystem

Experience integrating the Salesforce platform with internal and external systems

Well versed with Apex code, Custom Objects, Workflow Rules, Custom Fields, Validation Rules and VisualForce Pages.

Programming background using one or more of the languages such as APEX, Visualforce, Lightning.

Enterprise integration architectures such as SOAP, RESTful, ETL

Deep understanding of Conga Composer and Conga CLM, SaaS and CLM processes.

Deep understanding of software testing with knowledge on building test plans and executing them in unit, functional and user acceptance test cycles.

Strong problem solving, critical thinking, and analytical skills to set up and interpret logic, data tables, and rule relationships

Ability to self-train quickly and pick up new skills as necessary

Experience in translating customer business requirements into workable technical solutions.

We're Even More Excited If You Have
Minimum of 5 years of experience in a Business Systems Analyst role, with extensive experience in Customer Support, Salesforce Communities and Professional Services and the associated technology solutions.

Education: Bachelor's degree in Information Technology, Business Administration, or related field.

Technical/Specialized Knowledge, Skills, and Abilities:

Deep understanding of Salesforce Service Cloud (Case Management), Salesforce Communities, Certinia Software, Customer Experience and Professional Services

Solid understanding of Salesforce CRM primarily around Service Cloud, Communities, Clari, Gainsight, and Marketo

Solid understanding of Agile, Scrum and Software development best practices using Jira

Proven ability to analyze and redesign business processes, with a track record of implementing successful process improvements.

Excellent project management skills, with experience leading cross-functional projects.

Superior communication and interpersonal abilities, capable of engaging and influencing stakeholders at various levels.

Analytical thinker with a problem-solving orientation and meticulous attention to detail.

Preferred certifications in Salesforce Service and Community Clouds

Preferred certifications in Agile SafE, or PMP

Thrive at BlackLine Because You Are Joining
A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation!

A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.

A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.

BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.

BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 2 days a week.

Salary Range
USD $(phone number removed) - USD $(phone number removed)

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