Workato Business Analyst

Gainsight

2d•Remote

About The Position

We’re building the AI-driven future of customer success, from retention to growth! Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link. About This Role: We’re looking for a full-time IT PMO to join our G&A team reporting to the Supervisor, IT PMO. This role is a remote role based in The United States. In this role, you’ll play a key role in driving business process efficiency and scalable integrations by designing end-to-end workflows and implementing automations using Workato. This is a great opportunity for someone who thrives in a fast-paced, collaborative, and dynamic environment and enjoys working cross-functionally with teams like IT, product development, Operations, Finance, and HR. The ideal candidate brings strong skills in business process modeling, Workato solution architecture, and integration design. What You'll Do:

Requirements

2+ years of hands-on experience with Workato and a Bachelor’s degree in Business, Information Systems, Computer Science, or related field (or equivalent combination of education and experience), required.
Direct experience implementing and maintaining Workato recipes in a production environment.
Experience in SaaS.
Familiarity with key business applications relevant to our stack (e.g., Salesforce, NetSuite, SAP Concur, Zendesk, Jira, Workday, etc.).
Solid understanding of APIs, webhooks, data transformations, authentication, and error handling.
Ability to work in a fast-paced, collaborative, and dynamic environment.

Nice To Haves

Certifications in Business Analysis (IIBA), BPM, or Workato
Change management experience (Prosci ADKAR, CCMP, or similar)
Experience training business users on designing and building Workato recipes
Proficiency with project management tools (e.g., Smartsheet, Lucidchart or equivalent).

Responsibilities

Collaborate with stakeholders to understand business objectives, pain points, and requirements.
Document current-state processes and systems and design future-state workflows.
Facilitate workshops, interviews, and requirements-gathering sessions.
Create clear, standardized process models using tools such as Lucidchart, Visio, or similar.
Define end-to-end process flows, decision points, SLAs, and exception scenarios.
Align process designs with organizational policies, data standards, and compliance requirements.
Design scalable integration and automation architectures using Workato, including data flows between key applications (e.g., CRM, ERP, support, and internal tools).
Translate process designs and requirements into Workato recipes, connections, and workflows.
Establish and enforce integration best practices for naming standards, error handling, logging, and monitoring.
Partner with Workato admins/developers to build, test, and deploy recipes and connectors.
Write clear functional requirements, user stories, and acceptance criteria.
Maintain documentation for process maps, integration designs, data mappings, and configuration.
Contribute to integration and automation governance, including change control, security, and access standards.
Analyze performance of existing processes and Workato automations to identify areas for optimization.
Perform UAT coordination, test case definition, and issue tracking for new or changed automations.
Provide tier-2 support for Workato-related issues and collaborate with technical teams on resolution.
Communicate complex technical and process concepts in a clear, business-friendly way.
Influence prioritization of automation initiatives based on ROI, impact, and feasibility.
Provide training and enablement to business users on new processes and automations where needed.