Remote Staff Business System Analyst

Description:

• Zscaler is seeking a "solution-minded" business systems analyst to lead important projects for top-line growth.
• The main responsibility is to work with partners to implement, enhance, and support Salesforce Service Cloud processes and automation.
• The position reports to the Sr Director of Enterprise Applications and functions as an individual contributor.
• Responsibilities include collaborating with multi-functional teams to define process and systems roadmap, strategies, prioritization, and Annual Operating Plan.
• The analyst will map functional requirements to Salesforce features and provide Proof of Concept (PoC).
• Crafting technical requirement documents, process level flows, user stories, and functional/system design specifications is essential.
• The role involves evaluating information from multiple sources, reconciling inconsistencies, and breaking down high-level information into details.
• The analyst will work with the development team to deliver enhancements by making configuration changes in Salesforce or developing requirements/design specifications for the internal development team.
• Identifying test criteria and assisting in testing new functionality and enhancements is part of the job.
• Responsibilities also include configuring users, profiles, role creation/maintenance, custom fields, validation rules, page layouts, workflows, approvals, and process builder.
• The analyst is responsible for the end-to-end solution, including requirement gathering, defining metrics, implementing, testing, deploying, and monitoring.

Requirements:

• A minimum of 8 years of experience as a business systems analyst, implementation consultant, or solutions architect supporting Salesforce and associated applications is required.
• At least 5 years of experience as a business analyst and administrator for Salesforce Service Cloud, with hands-on experience with a CCaaS platform (Genesys) and its integration with CRM (Salesforce).
• Knowledge of end-to-end customer support processes for a business-critical SaaS technology company and experience working in an Agile Scrum model is necessary.
• Experience in designing and delivering large-scale, technically complex solutions on Salesforce and its ecosystem is essential.
• Preferred qualifications include the ability to learn and understand new technologies, especially AI-related ones, and strong analytical and investigative skills.
• Candidates should be able to conduct research into software-related issues and products.
• Having one or more Salesforce certifications is preferable.

Benefits:

• Zscaler offers various health plans to support employee well-being.
• Time off plans for vacation and sick time are provided to ensure work-life balance.
• Parental leave options are available for new parents.
• Retirement options are included to help employees plan for their future.
• Education reimbursement is offered to support continuous learning and development.
• In-office perks and additional benefits are available to enhance the employee experience.