About the position
Blackbaud unleashes the potential of the people and organizations who change the world, and we're growing our team. As the leading software exclusively dedicated to powering social and corporate impact, expand what is possible across the nonprofit and education sectors, at companies committed to social responsibility, and for individual change makers. The Senior Business Systems Analyst role supports the Leadership Team of Application Services and will focus on supporting the Customer Success organization by providing systems and processes to ensure successful onboarding, adoption, operational effectiveness, support and retention of Blackbaud customers throughout the customer journey. Examples include data integrations, product usage, customer relationship management, health monitoring and helping identify expansion opportunities for the Blackbaud products. The analyst will work with a team of resources in collection of current policy and procedures, business requirements, discovery of operational efficiency improvements, workflow design, documentation, education, and adherence monitoring work efforts. The analyst will also seek to ensure optimal usage of the existing tools which support the customer operation organization including, Certinia (formally FinancialForce), Coveo, Docebo LMS, and Salesforce ecosystems.
Responsibilities
- Partner with cross functional departments to uncover business needs and understand how to best leverage our core customer-lifecycle management systems such as Gainsight, Salesforce, Workday, etc.
- Support business strategy development for the services teams and manage mapping, documenting, and implementing customer success processes.
- Prepare preliminary project documentation pertinent to the business objectives, summarizing the goals of the business process change and expected business benefit.
- Analyze different technology solutions/approaches, which may include reviews of different market solutions and/or internal solutions; recommend best practice driven approach.
- Develop and prioritize user stories to drive system requirements, aligned with and enabling business process change.
- Participate in sprint planning, design reviews and sprint reviews to ensure that business processes are properly supported.
- Perform Data review / audits, identify specific performance improvement opportunities (system performance, functional performance, user performance, etc.).
- Facilitate successful testing and launch activities including UAT, Regression testing and internal/external readiness and change management.
Requirements
- 5+ years professional experience in Business Analysis, preferably in a role focused on Customer Success and Enablement utilizing Salesforce-related technologies and solution design.
- Strong understanding and experience with Salesforce and Customer Success technology; Coveo Enterprise Search, Docebo LMS and Gainsight experience preferred.
- Strong understanding or experience with process definition methodologies.
- Familiarity with application tracking analytics and processes (MixPanel, Heap).
- Knowledge of Azure Dev Ops (ADO) and SAFe, Agile, or Scrum Methodologies.
- Highly proficient with Microsoft Visio and/or other modeling tools.
- Knowledge of data analysis to support proposed process definition, monitor adherence, and communicate performance results.
- Ability to deliver work which meets minimum standards of quality, security, and operability.
Benefits
- Medical, dental, and vision insurance
- Remote-first workforce
- 401(k) program with employer match
- Flexible paid time off
- Generous Parental Leave
- Volunteer for vacation
- Opportunities to connect to build community and belonging
- Pet insurance, legal and identity protection
- Tuition reimbursement program
