Senior Business Systems Analyst

Intercom is an AI powered, automation-first customer service platform that lets businesses deliver fast support, keeping customers satisfied, costs low, and service teams happy.

It is the only complete customer service solution that provides a seamless customer experience across automation and human support. Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, use Intercom to send over 600 million messages per month and enable interactions with over 800 million monthly active end users. The company was founded in 2011 and is backed by leading venture capitalist including Bessemer Venture Partners, Kleiner Perkins and Social Capital. 

What's the opportunity? 🤔

The Go To Market Systems organization is responsible for the selection, architecture, governance and administration of all 3rd Party SaaS applications and data sets that power our Go To Market teams (Sales, Marketing, Finance, Legal, Growth and Customer Support).

We’re looking to hire an experienced Senior Business Systems Analyst to join our GTM Business Systems team.  In this role, you will be responsible for clarifying/eliciting and analyzing complex business requirements, processes and systems within Salesforce, as well as, documenting and communicating out your sound recommendations for improvements. By nature, you're a problem solver and excited to troubleshoot issues that impair our sales/support processes. You should have the ability to uncover deficiencies in our systems, escalate them properly, and devise long-term solutions.

We have a modern GTM Business Systems tech stack that includes: Marketo, Outreach, Intercom, Salesforce, Salesforce CPQ, Zorua, and Stripe

We currently operate in a hybrid working model and have offices in San Francisco, Chicago, Dublin, London and Sydney.  While we’d love to see you at the office, this job is also available for remote employment if your place of permanent residence in the following states; California, Colorado, Florida, Illinois, Massachusetts, New York, North Carolina, Texas, and Washington.

What will I be doing? 🚀

• Analyze complex business processes and systems within Salesforce and identify areas for improvement
• Independently review requests through effectively clarifying/eliciting requirements and troubleshoot issues to understand technical deficiencies of the product, define root causes, and implement proactive resolution design
• Proactively liaise between Sales, Sales Operations, Salesforce Admins/Engineers, QA Lead, Biz Systems PMO and Finance members to identify deficiencies, deliver innovative solutions and facilitate UAT
• Create well thought-out user stories based on agreed upon requirements and provide high quality acceptance criteria.
• Develop a deep knowledge of various platforms to help document and improve Intercom’s process
• Through a strong understanding of business requirements, prioritize and drive business systems projects to completion working with stakeholders in various departments
• Communicate project status, issues, and risks to stakeholders
• Develop and maintain documentation related to Salesforce systems and processes
• Participate in the development and implementation of Salesforce best practices, policies, and procedures
• Stay up-to-date with the latest Salesforce releases and features, and evaluate their potential impact on the organization

What skills do I need? 📖

• Ownership: shows strong ownership by leading and managing projects, making strategic decisions, and guiding the team toward achieving project goals.
• Soft Skills: excels in interpersonal and leadership skills, building rapport with stakeholders, guiding and mentoring others, and navigating complex team dynamics with confidence.
• Autonomy: demonstrates a high level of autonomy, handling complex initiatives and projects with minimal oversight, and often providing mentorship and guidance to junior team members.
• Business Process Understanding: excels in analyzing complex business processes, identifying inefficiencies, and proposing advanced process improvements, often leading process redesign projects.
• Technical Acumen: possessing a deep understanding of technology, system architectures, and data flows, often guiding technical teams in complex implementations.
• Requirement Elicitation and Documentation: excels in advanced requirement elicitation and documentation, leading the process for complex projects, and providing guidance to others on best practices in requirement gathering and management.
• At least 5 years of experience in Salesforce Business Systems Analysis
• Experience with Agile methodologies
• Salesforce certificatio