Senior Q2C Business Systems Analyst
Posted on 2/9/2024
Intercom

1,001-5,000 employees

AI-enhanced customer service solution for businesses
Company Overview
Intercom stands out as a leading customer service solution provider, offering a unique blend of automation and human support that enhances customer satisfaction while reducing operational costs. Their AI-enhanced workspace, trusted chatbot, and no-code automations facilitate efficient team collaboration and swift issue resolution, contributing to a 15% increase in handled conversations. With over 25,000 global organizations relying on their platform, Intercom's commitment to delivering unparalleled user experiences and their vision for a future where most customer conversations are resolved without human intervention, make it an exciting and rewarding place to work.

Company Stage

Series D

Total Funding

$291.9M

Founded

2011

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

6%

1 year growth

3%

2 year growth

12%
Locations
London, UK
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Agile
Sales
Quality Assurance (QA)
Salesforce
CategoriesNew
Business & Strategy
Customer Success & Support
Requirements
  • At least 5 years of experience in Salesforce Business Systems Analysis
  • Experience with Agile methodologies
  • Salesforce certifications such as Certified Salesforce Business Analyst, Certified Salesforce Administrator, Certified Salesforce Sales Cloud Consultant and/or Certified Salesforce CPQ Specialist are a plus
  • Experience with 3rd party integration tools such as Marketo, Outreach, DocuSign, Zoura, Stripe, Conga Composer, Intercom and other sales tools / tech stack
  • Fascinated by the way things work and love to learn
  • Want to work in a fast, high growth startup environment
Responsibilities
  • 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
Desired Qualifications
  • 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