Sr Business Systems Analyst, Salesforce Service Cloud

At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today the company runs one of the world’s largest networks that powers approximately 25 million Internet properties, for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. 

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us! 

About the department

Cloudflare’s Enterprise Applications Team builds and runs our enterprise systems that enable Cloudflare internal teams to operate efficiently and enable our customers and partners to do business with us. Enterprise Applications Team is part of the CIO organization.  

Within the Enterprise Applications Team is a Go-To-Market team whose main responsibility is to manage our Salesforce platform (Marketing, Sales, Service/Success) in addition to other platforms that support our CRM functional areas. 

What you'll do

As a Sr Business Systems Analyst, you are expected to be an advanced professional in the systems & process design and implementation space with strong Service/Success business process knowledge. The Business Systems Analyst will elicit, understand, and document the internal customer's business requirements, processes and workflows developing both written and visual depictions of requirements and process flows. You will also work with developers to create the functional specifications that meet those requirements, serve as a subject matter expert to the developers building those functions, and test the developed functionality. This role works closely with other Business SMEs, Developers, and Production Support through each stage of the software development lifecycle and also demonstrates both existing and new functionality to the customer stakeholders. 

This job requires an experienced analyst who can partner effectively with all levels of the organization, lead others, drive results, proactively identify and resolve problems, and make challenging decisions.  You will also be responsible for recommending and instituting business analysis best practices, tools and methodology towards standardization of BA deliverables and procedures.

This is a senior individual contributor role; as a trusted advisor to the team, you will apply your technical expertise to the realization of meaningful business process improvements across the enterprise, and you must be confident in your ability to do so. You will lead discovery and analysis sessions with stakeholders and help business teams derive unambiguous business rules and requirements that can be translated into actionable specifications for development teams. You will be responsible for partnering with application developers, business stakeholders and application administrators. A team player with a collaborative mindset is essential.

• Primary Business Systems liaison to the Customer success, Support, and product teams acting as the consultative partner to providing timely remediation, support, and strategic mentorship to ensure business objectives are met
• Responsible for end to end solution design and delivery – from requirements gathering, testing, through deployment – to ensure effective business system tools design and implementation
• Provide incident management support for key business applications and coordinate support with our vendors and key partners in internal groups. Partner with Support/Success Product manager to develop Support/Success Systems roadmap – short term to 12+ months
• Serve as main point of contact and project coordinator for Business Applications, Process and corresponding enhancements
• Manage multiple competing priorities through effective organization and communication

Examples of desirable skills, knowledge and experience

• Bachelor's Degree or higher in technology-related field or relevant experience in implementing Business systems
• 5+ years of experience in implementations and ongoing operations of a