Business Systems Analyst

Five9

San Ramon, CA

Expired: over a month ago Applications are no longer accepted.

Full-Time

Job Description

Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.

We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.

We are actively seeking a Business Systems Analyst to partner with the IT Business Partner to be the liaison between the IT Delivery team and Business, to gather business requirements, provide detailed analysis, facilitate discovery meetings, and determine and document functional specifications for the development, documentation, and testing of the Salesforce and related systems.

Key Responsibilities:

Analyze business requests and translate into functional specifications
Capture use cases, user stories and acceptance criteria for the new requests
Develop artifacts to illustrate process flows by using tools such as Lucid Chart, Visio, etc.
Facilitate backlog grooming and prioritization in partnership with Business Engagement Director
Provide demos and training to business partners to showcase solutions with business context
Work with business operations counterparts on any escalated incidents raised for any system issue, request, and inquiry
Develop and document deep business process/domain knowledge

Basic Qualifications:

Bachelor's degree in Business Systems, Computer Science, Business Administration, or equivalent experience
2+ years experience as a Business Systems Analyst or related IT experience.
2+ years experience as a Salesforce Service Cloud admin or equivalent
Experience in gathering business, functional, and testing requirements and use cases
Passionate about documentation and knowledge sharing
Proficient in Salesforce Service Cloud (Communities, Case Management, Knowledge, Financial Force, PSA)

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Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer.

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Our headquarters are located in the beautiful Bishop Ranch Business Park in San Ramon, CA.