Lead Business Systems Analyst
About The Position
BlackLine is seeking an experienced Lead Business Systems Analyst to optimize business processes across Marketing, Salesforce CRM, Zuora CPQ, Customer Support, and Salesforce Communities. The role serves as a key liaison between business stakeholders and IT, translating business requirements into functional specifications and strategic technology solutions. It focuses particularly on Customer Support, professional services, and Communities. The analyst is the subject matter expert for Salesforce CRM, Zuora CPQ, Salesforce Service Cloud, Marketo, Planhat, and Salesforce Communities. The role leads process discovery, reviews, gap analysis, redesign, implementation, testing, and go-live coordination, while working with business teams, Salesforce administrators and developers, external consultants, and IT development teams. The position also owns business-facing AI intake and prioritization, assessing requests for feasibility, data sensitivity, risk, and expected return. It requires hands-on creation, testing, deployment, support, and ongoing maintenance of AI agents using Gemini Enterprise and Claude, and enabling business users to build and maintain their own no-code, low-code, and "vibe coded" automations. The role establishes intake processes and governance guardrails for privacy, security, and responsible AI, and champions AI adoption through training and support. BlackLine describes its workplace as combining virtual and in-person collaboration. Candidates living within a reasonable commute of an office are expected to work in the office at least three days a week.
Requirements
- At least 5 years of experience as a Lead Business Systems Analyst or in a similar role.
- Extensive experience in Marketing, Salesforce CRM, Zuora CPQ, Service Cloud Customer Support, Salesforce Communities, and associated technology solutions.
- Experience evaluating, prioritizing, and managing AI and automation intake requests from business stakeholders, balancing business value with feasibility, risk, and data sensitivity.
- Hands-on experience building, deploying, and maintaining enterprise AI agents using platforms such as Gemini Enterprise and Claude, with no-code, low-code, and vibe-coding approaches.
Responsibilities
- Optimize business processes across internal systems to improve efficiency, scalability, and user experience.
- Serve as the primary business systems analyst and subject matter expert for Salesforce CRM, Zuora CPQ, Salesforce Service Cloud, Marketo, Planhat, and Salesforce Communities.
- Collaborate with Sales, Go-To-Market, Finance, Customer Success, and IT to gather requirements and translate them into functional specifications.
- Lead discovery sessions, process reviews, gap analyses, process redesign, and implementation to identify improvement and automation opportunities.
- Work with Salesforce administrators, developers, and external consultants to design, configure, and implement Salesforce solutions.
- Drive integration of Zuora CPQ with Salesforce to support subscription management and billing processes.
- Support Salesforce Service Cloud initiatives, including case management, knowledge base enhancements, and service-related business processes.
- Enhance and maintain Salesforce Communities to provide a seamless customer and partner experience.
- Gather, document, and validate business requirements, and propose process and technology solutions using Scrum and Agile practices with Jira.
- Oversee technology solution delivery from inception through completion, coordinating with IT technical development teams.
- Conduct user acceptance testing and coordinate go-live activities.
- Monitor system performance, troubleshoot issues, and recommend enhancements.
- Stay current with Salesforce releases, features, and best practices to support continuous system improvement.
- Triage, evaluate, and prioritize business requests for AI and automation based on feasibility, data sensitivity, risk, and expected ROI.
- Build, test, deploy, and maintain AI agents using Gemini Enterprise and Claude, including Claude Cowork and Claude Chat.
- Enable business teams to create no-code, low-code, and vibe-coded agents and automations for CRM, CPQ, Customer Support, and Communities workflows.
- Provide ongoing support and troubleshooting for AI agents in production.
- Define and maintain a business-facing AI intake process, including templates, prioritization criteria, and governance guardrails for data privacy, security, and responsible AI.
- Train and enable business users to build and maintain AI agents responsibly using Gemini Enterprise and Claude.
Benefits
- Professional development seminars.
- Inclusive affinity groups.
- Short-term and long-term incentive programs, based on eligibility.
- Benefit and wellness plans.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
