| As a Staff Business Systems Analyst (BSA) supporting the Salesforce and ServiceMax ecosystem, you will act as a key liaison between business stakeholders, product owners, and technical teams. You'll drive requirements gathering, system configuration, and solution delivery to optimize field service, sales, and support operations. This role requires a consultant mindset—able to translate business needs into scalable Salesforce/ServiceMax solutions, while guiding best practices and ensuring business alignment. Key Responsibilities • Requirements & Analysis: Partner with Product Owners, SMEs, and Business Stakeholders to elicit, document, and refine business and technical requirements, ensuring user stories have clear acceptance criteria within an Agile delivery framework. • Agile Delivery Support: Participate actively in sprint planning, backlog grooming, and prioritization sessions. Raise risks and dependencies with urgency to maintain delivery quality and timeline alignment. • Project & Enhancement Delivery: Work across a mix of sustainment, enhancement, and project initiatives within a global environment. Manage competing priorities while ensuring timely execution with minimal supervision. • Team Leadership: Lead offshore and remote teams to ensure clarity of deliverables, adherence to best practices, and on-time task completion. • Testing & Quality Assurance: Author, review, and execute test scripts for integration, regression, and user acceptance testing. Collaborate with QA teams to ensure full test coverage and promote automation and performance testing initiatives. • Stakeholder Engagement: Use strong communication, facilitation, and negotiation skills to influence decision-making, manage ambiguity, and build consensus across teams. • Innovation & Continuous Learning: Conduct proof-of-concepts (POCs), present findings, and evaluate new Salesforce and ServiceMax features. Stay informed on emerging technologies and share best practices across the team. • Configuration Expertise: Perform hands-on Salesforce and ServiceMax configuration, administration, and release management leveraging deep platform knowledge. • Cross-Functional Collaboration: Partner with functional leads and system owners to align system capabilities with business objectives across global Field Service and Service Cloud operations. • Data Analysis & Problem Solving: Investigate data and process issues, design solutions, and ensure accuracy and compliance in system changes. • Flexibility: Provide occasional off-hours support as needed for critical system updates or global team coordination. ________________________________________ Qualifications • Experience: o 8+ years of direct Salesforce configuration and administration experience o 5+ years in a Business Systems Analyst or consultant role within large-scale enterprise environments o Proven experience implementing and supporting Salesforce Field Service and ServiceMax o Strong background in Service Cloud, Case Management, and Call Center processes o Experience in regulated industries (e.g., medical device, healthcare, life sciences) with understanding of HIPAA, FDA, or SOX compliance requirements o Proficiency with Agile methodologies, change management, and tools such as Jira, Confluence, Quip, Microsoft Teams, and ValGenesis • Technical & Professional Skills: o Salesforce Administrator and Advanced Administrator Certifications required o Exceptional analytical, communication, and organizational skills o Ability to manage multiple priorities and influence business decisions through data-driven insights o Demonstrated experience leading cross-functional and offshore teams • Education: o Bachelor's degree in Information Systems, Information Technology, Computer Science, or equivalent practical experience ________________________________________ Preferred Attributes • Strong consulting presence—able to navigate ambiguity, drive alignment, and communicate complex concepts clearly to both business and technical audiences. • Passion for learning and applying new Salesforce capabilities and ServiceMax enhancements. • A collaborative and proactive mindset with the ability to work seamlessly across distributed global teams. |