Business Systems Analyst

Daimler Truck AG•Charlotte, NC

9d•$83,125 - $100,625•Hybrid

About The Position

Daimler Truck Financial Services (DTFS) North America is seeking a Business Systems Analyst to support Salesforce and Five9 within its Business Solutions Group. The group is responsible for the performance of critical business systems and supports requirements gathering, design, implementation, maintenance, and continuous improvement across 22 systems and approximately 40,000 users in North America. The role balances operational support and strategic improvement work. Typically, 20%–40% of the time is spent supporting day-to-day operations, maintenance, and user requests in accordance with service-level agreements. The remaining 60%–80% is focused on identifying and quantifying improvement opportunities so they can be prioritized, planned, implemented, and validated. Salesforce supports customer relationship management and operational workflows, while Five9 supports customer interactions across voice and digital channels. The position is based in Charlotte, North Carolina, and follows a hybrid schedule of four days per week in the office and one day remote. Relocation assistance is not available. The starting salary range is $83,125–$100,625 USD, with pay dependent on knowledge, skills, and experience.

Requirements

Bachelor’s degree in Business Administration, Computer Information Systems, or Information Technology.
Familiarity with enterprise business applications, such as CRM, contact center, workflow, reporting, or other operational systems.
Ability to learn new technologies, business processes, and industry concepts quickly.
Ability to work effectively both independently and collaboratively in a cross-functional team environment.
Strong organization, structure, flexibility, adaptability, and prioritization skills.
Strong written and verbal communication skills, active listening, and ability to engage stakeholders at multiple organizational levels.
Experience or familiarity gathering business requirements and translating them into system solutions.
Ability to investigate, troubleshoot, identify root causes, and resolve system, process, and data issues while providing strong customer service.
Experience documenting business processes, requirements, functional specifications, workflows, and system configurations.
Familiarity with system implementations, enhancements, testing, user acceptance testing, and production deployments.
Understanding of data management principles, reporting concepts, and the effects of system changes on business processes.
High proficiency with Microsoft 365.

Nice To Haves

Two to four years of relevant experience is preferred.
Lean Six Sigma certification.
Salesforce certification, including Salesforce Administrator Certification, or other relevant platform certifications.
Five9 certification.
System implementation experience.
Experience supporting Salesforce, including user administration, security, reporting, dashboards, workflow automation, or platform configuration.
Experience supporting Five9 or another cloud-based contact center platform, including IVA/IVR.
Understanding of customer service, call center, collections, loan servicing, finance, or related operational business processes.
Experience with system integrations, APIs, data exchange processes, or middleware platforms.
Familiarity with Agile, Scrum, Lean, or continuous improvement methodologies.
Experience creating and delivering end-user training, knowledge articles, and system documentation.

Responsibilities

Support day-to-day operations, system maintenance, and user requests in accordance with service-level agreements.
Identify and quantify opportunities to improve business systems and processes, and support their prioritization, planning, implementation, and validation.
Support the Salesforce and Five9 systems used by DTFS business teams.
Gather business requirements and translate them into system solutions that improve operational efficiency, user experience, and business outcomes.
Investigate and troubleshoot system-, process-, and data-related issues, identify root causes, and resolve them while maintaining a high level of customer service.
Document business processes, requirements, functional specifications, workflows, and system configurations.
Participate in system implementations, enhancements, testing, user acceptance testing, and production deployments.
Manage multiple initiatives, projects, and support requests while working independently and collaboratively across teams.

Benefits

Annual bonus program
401(k) company contribution with company match up to 6% and non-elective company contribution of 3%–7%, depending on age
Starting at four weeks of paid vacation
13 or more calendar holidays
Eight weeks of paid parental leave
Employee assistance program
Comprehensive healthcare plans
Wellness programs
Onsite fitness at some locations
Tuition assistance
Paid volunteer time off
Short-term and long-term disability plans