Business Systems Analyst

Responsibilities

• Own the end-to-end Jira intake process, evaluating new requests, resolving ambiguity, assessing system feasibility, and routing issues efficiently to keep the Business Systems queue organized.
• Translate loose user feedback and broad stakeholder pain points into deeply detailed, technical Jira user stories with precise acceptance criteria.
• Execute hands-on Salesforce administration (Flows, validation rules, page layouts, user security, and data management) to implement approved ticket requests.
• Oversee and troubleshoot integrations between Salesforce and critical third-party tooling such as Five9, Ironclad, and DocuSign.
• Run backlog grooming and sprint planning sessions, collaborating with technical leads to balance hotfixes/bugs with long-term strategic projects.
• Proactively manage stakeholder expectations, providing transparent updates on ticket status, SLAs, delays, and releases.
• Build robust Salesforce reports and dashboards to give key business units real-time visibility into their processes.
• Write clear Standard Operating Procedures (SOPs) and technical documentation so that system changes are easily understood and auditable.

Requirements

• Bachelor’s degree or equivalent experience.
• 4+ years of relevant experience.
• 2+ years of experience actively managing, triaging, and scaling Jira service desks, engineering backlogs, or similar ticketing workflows.
• Experience configuring or maintaining third-party tools integrated with Salesforce (e.g., Five9, DocuSign, Ironclad).
• Proven ability to quickly categorize urgent bugs, system enhancements, and general questions while identifying downstream technical impacts.
• Ability to create reports and dashboards to support business decision-making.
• Strong analytical and problem-solving skills, with the ability to gather and translate business requirements into technical solutions.
• The ability to push back gracefully on stakeholders, explain complex system limitations in plain English, and bridge the gap between business needs and engineering constraints.
• Excellent communication skills and experience collaborating with cross-functional teams.

Nice-to-Haves

• Experience with Salesforce administration and integrations.

Compensation & Benefits

• Base Salary: Zone A (San Francisco Bay Area, Metro NYC area): $112,200–$151,800; Zone B (select metros): $102,900–$139,200; Zone C (all other US locations): $93,500–$126,500. Actual pay varies based on work location, job level, knowledge, skills, and experience.
• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, Life Insurance, and AD&D Insurance.
• Flexible Spending Benefits.
• 401(k) Retirement Savings Program.
• Short-term and long-term disability.
• Discretionary Paid Time Off.
• Paid Company Holidays.
• Wellness Benefits.
• Commuter Benefits.
• Paid Parental Leave benefits.
• Employee Assistance Program (EAP).
• Professional development and training opportunities.
• May be eligible for bonuses, commissions, or equity.