Senior Analyst, Innovation Strategy -Customer Operations
About The Position
We're seeking a technically-savvy Business Analyst to bridge the gap between our Customer Operations project specialists and Business Technology development teams. You'll be the 'technical translator' who speaks both business and developer language fluently, reducing clarification cycles and accelerating our call center system enhancements. As our team's technical capabilities mature, this role will evolve from requirements translation into strategic analysis—evaluating implementation processes, analyzing system performance (e.g. Salesforce case management, chat/SMS adoption), and assessing emerging technologies—particularly AI solutions—to drive continuous improvement across our call center operations.
Requirements
- 5+ years as Business/Systems Analyst with 2+ years of Salesforce experience
- Proven experience in preparing and maintaining a comprehensive range of technical and business documentation, including but not limited to: Functional, Business, and System Requirements, Use Case Specifications, Data Models, User Stories, Requirements Traceability Matrices, Process maps, adapted to various methodologies (such as Agile or Waterfall) and organizational standards
- Strong understanding of enterprise systems, development processes, and agile methodologies
- Experience working closely with software development teams
- Proficiency in translating business concepts into technical documentation
- Analytical skills with process improvement experience
- Experience with data analysis/visualization tools and presenting insights
- Familiarity with API concepts, data models, and system integrations
- Comfortable with technical tools (Jira, Confluence, etc.)
- Excellent communication and collaboration skills across cross-functional teams
- Track record of knowledge transfer and enabling non-technical stakeholders
Nice To Haves
- Bachelor’s degree in applicable field of study preferred
- Salesforce certifications (Admin, Business Analyst, or related)
- Contact center/customer service systems experience
- Experience with AI/emerging technology implementation or evaluation
Responsibilities
- Act as primary liaison between project specialists and Business Technology teams
- Translate business requirements into detailed technical specifications and user stories with clear acceptance criteria
- Proactively identify and clarify technical ambiguities before they reach development
- Leverage Salesforce expertise (custom objects, validation rules, flows, reporting) to design solutions
- Participate in Scrum/Kanban ceremonies (sprint planning, refinement, stand-ups) and backlog prioritization
- Facilitate workshops to align business and technology objectives
- Analyze enhancement implementation workflows and metrics (cycle time, clarification requests, rework rates) to identify process improvements
- Monitor and evaluate Salesforce case management, chat/SMS adoption trends, and agent experience data
- Conduct feasibility assessments, impact analysis, and gap analysis for system improvements
- Perform comparative analysis of emerging technology solutions, particularly AI capabilities
- Conduct pre- and post-go-live data analysis to evaluate system change effectiveness
- Coordinate User Acceptance Testing with comprehensive test scenarios
- Develop technical documentation, templates, and training materials to upskill team members
- Lead knowledge-sharing sessions to build team technical fluency
Benefits
- paid time off (vacation, holidays, sick)
- medical/dental/vision insurance
- 401(k)
- short-term incentive programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
