Senior Business Analyst – Customer Experience
Bullhorn
full-time
Posted on:
Location Type: Remote
Location: Remote • 🏈 Anywhere in North America
Visit company websiteSalary
💰 $96,700 - $126,800 per year
Job Level
Senior
Tech Stack
Cloud
About the role
- Improve Bullhorn’s Customer Experience business processes within our Enterprise Salesforce platform and integrated applications
- Serve as a key liaison between business stakeholders and technical teams to ensure Salesforce solutions align with strategic initiatives and operational needs
- Meet with internal business stakeholders and project team members to collaborate on and document requirements for enterprise level business system solutions across the customer experience (Customer Support, Customer Success, Professional Services) applications environment
- Serve as the technical expert and business advocate across operations teams, developers, and software vendors
- Facilitate discovery sessions to gather functional and non-functional requirements, documenting user stories, establishing acceptance criteria, and maintaining technical documentation for assigned operational changes and projects
- Define solutions with the Salesforce development team and other Business Analysts to coordinate processes improvements and increase efficiency of internal workflows/applications
- Create test plans and coordinate user acceptance testing (UAT) to ensure solution quality and alignment with business requirements
- Partner with an internal Project Manager to lead enterprise projects and operational enhancements to Salesforce Service Cloud, Experience Cloud, and Agentforce
Requirements
- 5+ years of demonstrated business analysis experience with progressive responsibility in Salesforce Customer Experience projects
- Demonstrated experience solutioning/designing data integrations and transformations across SaaS systems (Salesforce System Admin Certification and/or Salesforce Business Analyst Certification preferred)
- 3+ years Experience with Salesforce Service Cloud and Experience Cloud
- Working knowledge of implementing Customer Experience processes
- Experience in process redesign for Customer Support, Customer Success and Professional Services processes across a SaaS first system architecture
- Confident eliciting requirements, facilitating discovery discussions and communicating with varied audiences in a leadership role, as well as translating the business needs into technical requirements
- Enjoy problem solving, documenting solutions, building consensus across teams and developing strong working relationships with your team and stakeholders
- Fundamental understanding of data systems and relational databases
- Thrive in a fast-paced environment, balancing and prioritizing the needs of various stakeholder groups
Benefits
- Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
- Unlimited Planned Paid Time Off
- Global Mental Health Support
- On-Demand Learning & Development
- Quarterly paid volunteer days
- Lucrative Employee Referral Program (eligible for prior to your first day)
- Company-wide mentor program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Salesforcedata integrationsdata transformationsCustomer Experience processesprocess redesignuser acceptance testingtechnical documentationuser storiesacceptance criteriaSaaS architecture
Soft skills
business analysisrequirement elicitationfacilitationcommunicationproblem solvingbuilding consensusrelationship developmentleadershipcollaborationprioritization
Certifications
Salesforce System Admin CertificationSalesforce Business Analyst Certification