Business Systems Analyst IV – Customer Engagement, AI

This is a fully remote position, open to applicants in California.

📋 Description

• Collaborate with stakeholders to identify and prioritize business requirements, defining needs and translating concepts into scalable solutions.

• Assess impacts, pinpoint risks, support solution design, oversee and conduct testing, and ensure successful implementations.

• Contribute to the advancement of AI adoption by balancing innovation, governance, user experience, and business value.

• Manage multiple moderate-to-complex projects while maintaining a keen focus on detail and excellence in execution.

• Promote collaboration between business and technology teams to deliver solutions and further strategic goals.

• Utilize critical thinking and judgment to ensure practical, sustainable, and business-aligned solutions.

• Work in partnership with business teams, application teams, vendors, and others to provide technology solutions from inception to execution.

• Maintain expertise in product and business areas assigned.

• Collect and analyze information from various sources and offer recommendations to meet business goals and resolve issues.

• Serve as the voice of the customer throughout the product lifecycle.

• Lead the gathering and documentation of requirements in collaboration with business partners.

• Collaborate with technical staff and vendors to account for integrations, extensions, and other technical elements.

• Conduct design and configuration activities for enterprise applications.

• Oversee the preparation and execution of testing activities.

• Assist in deployment and migration efforts.

• Provide ongoing system administration and support for designated enterprise systems.

• Act as a knowledgeable resource in communications with IT, training, reporting, leadership, and vendors, representing the business.

• Utilize influence and expertise to foster cohesive, focused collaboration and propel the product forward.

⛳️ Requirements

• Capability to evaluate prompts and the quality of responses.

• Skill in identifying hallucinations and unsupported answers.

• Proficiency in assessing conversational effectiveness.

• Awareness of AI risks and ethical considerations.

• Knowledge of AI guardrails, privacy, compliance, and auditability requirements.

• Ability to design both deterministic and non-deterministic test scenarios.

• Skill in defining pass/fail criteria for AI responses.

• Capacity to measure response quality and consistency.

• Understanding of how Agentforce agents interact with Salesforce data, workflows, and human handoffs.

• Insight into action execution versus information retrieval.

• A Bachelor’s degree in Information Technology, Artificial Intelligence, Data Analytics, Business, Information Systems, or a related field; equivalent experience may be accepted.

• Over 8 years of experience in Business Systems Analysis, Product Analysis, or related technology delivery roles.

• A minimum of 3 years supporting enterprise business applications such as Salesforce, Service Cloud, CRM, ERP, or workflow automation platforms.

• At least 2 years of direct experience supporting AI, automation, intelligent agents, voice/text chatbots, or related technologies.

• Experience with multinational organizations and systems is preferred.

• Familiarity with System Development Life Cycle methodologies, including agile, iterative, and waterfall approaches.

• Strong analytical and problem-solving abilities.

• Excellent organizational and time management skills.

• Superior verbal and written communication capabilities.

• Ability to establish and maintain robust relationships.

• Familiarity with project management processes and concepts.

• Comprehensive knowledge of Microsoft Word, Excel, Smartsheet, and related productivity tools.

🏝️ Benefits

• Discretionary annual bonus.

• Group health insurance benefits (medical, vision, dental).

• FSA and HSA healthcare accounts.

• Life and accident insurance.

• Adoption and fertility assistance.

• Paid parental leave of up to 6 weeks.

• Short/long term disability.

• Paid time off for vacation, personal needs, and sick leave.

• Up to 17 days of Choice Time Off (CTO) per calendar year for new hires.

• Up to 11 paid holidays per calendar year.

• 401(k) savings and investment plan or deferred compensation plan (if eligible).

• Employer match of 100% on the first 3% of contributions for eligible employees.

• Reasonable accommodation assistance for applicants with disabilities.