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Senior Q2C Business Systems Analyst

Company: Intercom
Location: San Francisco
Posted on: February 10, 2024

Job Description:

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
We currently operate in a hybrid working model and have offices in San Francisco, Chicago, Dublin, Ireland and London.
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 meaningful equity
      • Comprehensive medical, dental, and vision coverage
      • Regular compensation reviews - great work is rewarded!
      • Open vacation policy and 10 corporate holidays
      • Paid Parental Leave Program
      • 401k plan & match
      • In-office bicycle storage
      • Fun events for Intercomrades, friends, and family!

        *Proof of eligibility to work in the United States is required.
        The base salary range for candidates within the San Francisco Bay Area is $153,000 - $207,000 USD. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

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Keywords: Intercom, San Francisco , Senior Q2C Business Systems Analyst, Professions , San Francisco, California

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