Business Area:
Business Ops & IT
Seniority Level:
Associate
Job Description:
At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we’re the preferred data partner for the top companies in almost every industry. Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world’s largest enterprises.
The Business Systems Analyst, Field & Support Systems will work as part of the team dedicated to driving innovation based on the needs of Cloudera’s global CRM user base. You will work cross-functionally with leaders and subject matter experts to plan, design and implement robust and scalable solutions to ensure the organization can operate efficiently and effectively and adapt quickly to change with minimal interruption.
The Business Systems Analyst will have demonstrated experience solving complex business problems and managing systems for a global organization and can succeed in a fast-paced working environment. You will also be required to oversee and guide the work tasks and deliverables to ensure successful implementations. In addition, you will need to be able to provide development teams with sufficient details to implement appropriate system customizations as well as respond to technical support issues as required. This position will be highly visible to, and interact with, leaders within Support, Operations, the broader Field Organization, and across Cloudera. Therefore, applicants must not only possess strong analytical, technical and interpersonal skills, they must also be willing to stand in the spotlight and display both passion and competency to management…and embrace the opportunity!
As the Business Systems Analyst you will:

Business Process Analysis & Solution Design

• Proactively seek out and identify needed system enhancements. Analyze existing business processes and system configurations to identify gaps.
• Point of contact for business stakeholders around prioritization, coordination, and escalation of projects and enhancements. Present to-be solutions to business stakeholders using formal design documentation, flowcharts, and example use cases scenarios.
• Gather and document business requirements from end users as well as supporting the prioritization process.
• Review best practices and elicit information regarding feature roadmap with vendors. Design solutions to optimize processes and user experience.
• Provide developers with well defined user stories and acceptance criteria to ensure customizations are implemented according to business stakeholder requirements
• Ensure system modifications adhere to the change control processes and compliance policies. Know when the best solution may not be a change in system design.
• Planning, execution and documentation of testing phases as required. Support monthly release management.
• Communicate system changes to the broader user audience in advance so they understand the change and how to use it prior to implementation. Develop documentation to support end-user training and knowledge transfer within the team.

Issue Triage Support

• Resolve L1 & L2 support tickets as assigned and within established service level objectives.
• Escalate issues to vendor technical support as appropriate.
• Answer user questions and direct them to training materials.

We’re excited about you if you have:

• Salesforce Administrator or Salesforce Service Cloud Consultant Certification is Required.
• Minimum of 3+ years of experience working as a Business Systems Analyst supporting Sales/Sales Operations or Customer Support.
• Demonstrated experience developing business requirements documentation, user stories and user acceptance test scripts.
• Subject matter expertise working with Customer Support in areas such as Case lifecycle, SLAs, Omnichannel, swarming etc. Strong customer service orientation.
• Experience with diagramming tools to develop process flow charts and user experience mock ups (Miro, LucidChart, Visio, Omnigraffle). Proficiency with G-Suite or MS Office (word processing, spreadsheets, and presentations).
• Familiarity with Agile project management and development lifecycle processes. Ability to adjust and set priorities to meet deadlines.
• Strong verbal communication skills, including presentation skills.
• B.S. or B.A. degree in BIS, Computer Science or related field, or equivalent experience.

You may also have:

• Experience with Jira or other support ticket management systems.
• Experience with Salesforce CPQ (or similar tools) is highly desirable.
• Experience with prospecting tools (LinkedIn Sales Navigator and SalesLoft preferred) and/or data enrichment services (D&B and ZoomInfo preferred).
• Familiarity with SQL programming, relational database management or BI/Analytics platforms.

What you can expect from us:

• Generous PTO Policy
• Support work life balance with

Unplugged Days

• Flexible WFH Policy
• Mental & Physical Wellness programs
• Phone and Internet Reimbursement program
• Access to Continued Career Development

• Comprehensive Benefits and Competitive Packages

Paid Volunteer Time

• Employee Resource Groups

Cloudera is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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Please refer the Job description for details