Senior Q2C Business Systems Analyst @ Intercom

Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.

Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way. Intercom is also the most innovative and fastest improving product on the market. Shipping over 200 product improvements every year, Intercom is bringing AI features to market before anyone else.

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 Q2C 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

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 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

Benefits 😍

We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)

Competitive salary and equity in a fast-growing start-up
We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
Regular compensation reviews - we reward great work
Pension scheme & match up to 4%
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Open vacation policy and flexible holidays so you can take time off when you need it
Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

Is this role not quite what you’re looking for? Join our Talent Community to stay connected with us.

Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.

What’s the opportunity? 🤔

What will I be doing? 🚀

What skills do I need? 📖

Benefits 😍

6 month growth

1 year growth

2 year growth

Benefits