Technical Services, Strategy & Operations Business Analyst

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.

About the team

Stripe has a growing focus on Enterprise and large Digital Native customers who are demanding access to highly qualified individuals to assist with the deployment of Stripe products and services. Technical Services is the team that provides both pre-sales Solution Architects and Professional Services post-Sales Consultants and Engineers to assist these customers. Our team provides the strategy and operational support to those architects, consultants, engineers and their leadership.

Within the GTM Strategy & Operations organization, our team, Technical Services Strategy & Operations is focused on driving business changes across tooling, processes and policies.  We facilitate incremental Stripe productivity improvements to help Technical Services deliver solutions and drive Stripe Revenue.  We are a global team with resources in Dublin, Singapore, Philippines and USA. Our team has a mix of business partners working directly with pre- and post-sales teams at a strategic consulting level, as well as hands-on technical resources administering the tools, driving data & analytics and executing on operational activities.

What you’ll do

This role will be driving the Technical Services processes and tooling (including data analytics & report development) for our Implementation Service Desk on the ServiceNow platform. Primarily on our internal deployment of ServiceNow but expanding into other source systems including Salesforce.com, Kantata, Workday and in-house developed services. This will include systems transformation and change management, data analytics, championing bug-fixes and enhancement activities and day to day support of ServiceNow. This will be a hands-on role, so technical skills are required. As a Business Analyst, this role will lead the administration of the ServiceNow platform as well as own the platform architecture and roadmap of changes for the tool. This platform is central to our management of customer contracts and projects specifically for our high scale, low touch Implementation Services team.

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• 5+ years of experience in ServiceNow, or similar, administration
• Strong understanding of ServiceNow architecture and functionality
• Data Analytics (Google Sheets/Excel data manipulation, SQL)
• Sales Operations and/or Delivery Operations Experience
• Working on ticket management in JIRA
• Operational SLA reporting
• Business requirement and user story documentation
• Communicate clearly, proactively, and concisely

Preferred qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field
• Tableau Experience
• Experience as a User and Report developer in Salesforce.com
• Mavenlink (now Kantata) or similar PSA Tool Experience, NOT Necessary, we will provide all training, but nice if it is available