Business Analyst, Professional Service Systems

Udemy-posted 2 months ago
Austin, TX
1,001-5,000 employees
Ambulatory Health Care Services
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As a Salesforce Business Analyst you will focus on scaling the systems and workflow that support Udemy's professional services delivery and customer success operations. You will work closely with Professional Services, Customer Success and RevOps teams to translate complex business processes into efficient system solutions using Certinia PSA and Salesforce Sales Cloud. While initially focused on our PS processes with Certinia PSA, you will have opportunities to expand into the broader Customer Success and Renewals motions.

  • Lead discussions with PS, CS and RevOps leaders to understand strategic goals and identify implementation phases
  • Translate existing business processes or future objectives into clear technical requirements and functional specifications with Jira, Google Docs, and process flow diagrams
  • Configure new Salesforce or Certinia features and automation to support process management, resource allocation, time tracking and billing processes
  • Assist with user acceptance testing, quality assurance processes, and deployment activities to ensure successful project delivery and user adoption
  • Collaborate with Business Systems project managers, solution architects and developers to design, scope, and deliver complex enhancements and cross-functional projects
  • Identify opportunities to leverage Salesforce and Certinia features to automate manual processes and improve operational efficiency across the PS and CS lifecycle
  • Contribute to roadmap and prioritization planning with your peers and business partners
  • 7+ years of hands on experience administering Salesforce Sales Cloud, with emphasis on supporting global SaaS companies that integrate third party applications with Salesforce
  • 5+ years of experience as a business analyst or similar role with focus on translating business requirements into technical solutions
  • Required Salesforce certifications: Salesforce Administrator, Platform App Builder
  • Experience working in an agile development environment with regular sprint cycles
  • Excellent communication and collaboration skills, with the ability to translate technical concepts to non-technical stakeholders
  • Curiosity and drive to learn new applications and tools that can be leveraged in the Salesforce GTM ecosystem
  • Experience with Certinia PSA module, including project accounting, resource scheduling, timesheet management, expense management, and professional services billing
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