Staff Business Systems Analyst

Gusto, Inc.•San Francisco, CA

1d•Hybrid

About The Position

The Unified Service Platform (USP) product team serves as Gusto’s architectural backbone, responsible for engineering the intelligent, AI-driven ecosystem that brings GTM and Service operations into alignment. Our mission is to replace fragmented point solutions with a singular System of Intelligence—a digital exoskeleton that strips away administrative friction so our teams can focus on what matters most: our customers. Through our commitment to a #OneGusto experience, we provide the platform that ensures every internal interaction is backed by the full context of the customer journey. We are an AI-native team building "agentic" solutions that transform how work happens. By mastering the AI-Human-AI loop, we own the delivery of a seamless, cross-channel journey across voice, chat, and email. Our goal is to ensure that our internal technical excellence creates an instant, easy and effortless experience for every business Gusto serves.

Requirements

7+ years of experience as a Business Systems Analyst supporting Revenue organizations, with a proven track record of designing and supporting large-scale, technically complex Salesforce solutions.
4+ years of strategic Salesforce ownership, including defining the platform's vision, roadmap, and prioritization — with deep knowledge of best practices for Salesforce architecture and governance.
Comprehensive knowledge of GTM tools (e.g., Salesforce, NICE CXOne, Chili Piper, RingLead, ZoomInfo, CPQ, or related technologies) and the ability to manage integrated third-party applications end-to-end.
Demonstrated comfort using AI tools (e.g., Claude, Copilot, or similar) to accelerate development, generate code, and write requirements — and a genuine eagerness to upskill in an AI-native, fast-paced environment.
Demonstrated ability to analyze processes and data to deliver impactful, scalable solutions that reduce inefficiencies and support Gusto's growth.
Strong interpersonal skills with experience working across diverse teams and functions, including training and enabling end users to drive platform adoption.

Nice To Haves

Salesforce certifications (e.g., Administrator, Platform App Builder, Advanced Administrator, Business Analyst, Sales Cloud Consultant) are a plus.

Responsibilities

Lead system improvements through effective requirements elicitation, configuration, administration, development, and application support for our Salesforce platform — ensuring it scales with Gusto's growth.
Manage projects and partner closely with cross-functional teams to roll out new systems, reduce process inefficiencies, and deliver measurable impact across the organization.
Manage integrated applications and third-party suppliers — including NICE CXOne, Qualtrics, Gong, Chili Piper, Outreach, RingLead, Catalyst, and more — ensuring seamless connectivity across the GTM tech stack.
Partner with stakeholders to take ownership of the roadmap and tools they depend on, driving efficiency and enabling Gusto to scale with confidence.
Design and maintain best-in-class experiences using Salesforce Service and Sales Clouds, with a focus on usability and adoption.
Be accountable for the vision, strategy, and roadmap of our lead-to-cash capabilities — ensuring end-to-end process integrity across the revenue lifecycle.
Own the communication of platform changes to end users and stakeholders, driving clarity and adoption at every stage.