Business Analyst - Salesforce

Hungry, Humble, Honest, with Heart.

The Opportunity

Are you a highly analytical and detail-oriented individual with experience of supporting diverse business functions such as Customer Support, Case Management, Service Cloud, and cross-functional initiatives? If so, joining the SaaS Engineering team as a Sr. Business Systems Analyst, Services 2 would provide you with an exciting opportunity to contribute to the efficiency and functionality of our Support processes within our innovative and rapidly growing SaaS Engineering team. As an integral member of the team, you will play a crucial role in increasing the productivity of our SRE team, driving rapid growth, and fostering a culture of innovation.

About The Team

The SaaS Engineering team at Nutanix is a sizable and distributed team working in regions across the US, EMEA, and APAC. As part of this team, you will contribute to our dynamic and innovative SaaS Engineering organization. Our team has achieved significant successes, and we invite you to join us for unique opportunities in the rapidly expanding field of SaaS engineering. We offer a collaborative work environment, cutting-edge technology, and the chance to make a real impact on the industry. With Nutanix, you can be part of a diverse and talented team that is reshaping the future of cloud computing

Your Role

• Evaluate business requirements and identify gaps, interdependencies, and conflicts with proposed solutions. Document business requirements, provide solution design, create roadmaps, and develop an in-depth understanding of current and future processes.
• Continuously improve and optimize existing support processes and procedures to drive productivity.
• Anticipate, influence, coordinate, and manage all resources necessary to ensure successful implementation of assigned projects as per the plan and on schedule.
• Interact extensively with development teams to communicate business requirements and deliver efficient solutions in a timely manner, including cross-functional initiatives.
• Acting as a liaison between SaaS Engineering and various stakeholders, leading end-to-end critical initiatives and collaborating with peers and cross-functional teams
  
  

First Year Objectives

• Develop and maintain relationships with key stakeholders. Facilitating communication and collaboration between different departments, streamlining support workflows, and fostering a cohesive working environment.
• Manage case queue to provide prompt support to end users, resolving issues and addressing questions.
• Serve as a functional Salesforce expert in assigned areas of responsibility during your first year, assisting the team in prioritizing bug fixes and continuous improvement requests to support business operations.
• Adopt PMO and SOX processes and ensure that design and architecture flow through end-to-end business processes.
• Optimize existing flows and ensure all designs are implemented with proper exception handling.
  
  

What You Will Bring

• You should have at least 6+ years of relevant experience with increasing levels of responsibility.
• Previous experience of participating in and leading project teams that identify, plan, and implement business process improvements is required.
• It is important that you have knowledge and experience of supporting business systems.
• You must have a strong understanding of the Salesforce Service cloud.
• Ideally, you should have proven work experience in the Services domain with a focus on Service Cloud for 2–3 years.
• BE, BS or MBA degree
  
  

How We Work

This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. For most roles, that will mean coming into an office a minimum of 2 - 3 days per week, however certain roles and/or teams may require more frequent in-office presence. Additional team-specific guidance and norms will be provided by your manager.