Business Systems Manager- Customer Care Management

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Position Summary
The Business Systems Analyst Manager partners with business and technology teams to improve systems, workflows, and operational processes. In this role, you will gather and translate business needs into clear requirements, support solution design and implementation, and help ensure new capabilities deliver measurable value.

This role is focused on Customer Support Management (CSM) configuration and on using technology to improve business performance, user experience, and operational effectiveness.

About the Team
This team works closely with stakeholders, Product Managers, and technical teams to define requirements, support solution delivery, and improve business processes. The work combines analysis, documentation, configuration, testing, and issue resolution to support scalable and efficient operations.

Core Responsibilities

• Stakeholder collaboration

  • Work closely with stakeholders and Product Managers to analyze, understand, and document requirements.

  • Manage stakeholder expectations around scope, timelines, and deliverables.

  • Serve as a liaison between business stakeholders and IT to ensure alignment on project goals.

• Requirements gathering and analysis

  • Collect, analyze, and document functional and technical requirements for new projects, enhancements, and production issues.

  • Assess current business processes and identify gaps, risks, and improvement opportunities.

  • Translate business needs into clear requirements that support solution design and implementation.

• Process design and documentation

  • Develop business process models and current/future state design documents.

  • Maintain documentation such as business requirements, use cases, process flows, functional specifications, user stories, data schemas, and data flow diagrams.

  • Continuously evaluate processes for improvement and automation opportunities.

• Solution delivery and configuration

  • Collaborate with Product Managers and technical teams to define and implement system enhancements.

  • Recommend best practices and process improvements for scalability and efficiency.

  • Conduct application configuration in Salesforce and supporting applications.

  • Assist with data mapping and system integrations.

  • Proactively manage upgrades and maintenance for existing applications.

• Testing and issue resolution

  • Validate functionality and coordinate user acceptance testing with stakeholders.

  • Research production system issues and resolve user problems, escalating when necessary.

  • Assist with managing the backlog of production issues and enhancement requests.

  • Create and execute unit, integration, and UAT test plans where appropriate.

• Data and reporting

  • Conduct data analysis, write queries, and develop reports.

  • Assess stakeholder data needs and recommend optimal data sources.

  • Use data to monitor progress and guide prioritization.

• Continuous improvement

  • Stay current on technology trends and best practices.

  • Identify opportunities to improve efficiency, scalability, and user experience.

  • Support informed decision-making through analysis and business acumen.

Required Experience & Skills

• 3–5 years of experience in a business analyst role.

• Salesforce domain knowledge.

• Practical experience with Salesforce platforms and applications preferred.

• Strong written, verbal, and presentation skills.

• Strong analytical, investigative, and problem-solving skills.

• Ability to document user stories, business processes, data schemas, and data flow diagrams.

• Familiarity with Jira, Confluence, Salesforce, Bitbucket, and Git.

• Experience with unit, integration, and user acceptance testing preferred.

• Experience with both Agile and Waterfall project management methodologies preferred.

• Proven experience managing technology in a SOX and SOC1 environment.

• Relevant Salesforce or BSA certifications are helpful and should be maintained as applicable.

Why This Role Matters
This role helps ensure business needs are translated into effective, well-documented, and scalable technology solutions. The wor