Business Systems Analyst – Salesforce, Gainsight Admin

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

📋 Description

• Oversee the administration of Salesforce for Services within the Brands and Retailers Business Units, involving configuration, automation, permissions, and deployments.

• Collaborate with the central Salesforce and IT teams to synchronize releases and implement enterprise platform updates.

• Configure artificial intelligence functionalities, including Agentforce, AI case summaries, case classification, and drafting responses.

• Convert business requirements into scalable solutions on the platform.

• Manage Gainsight administration, including health scoring, automation, programs, dashboards, and reporting.

• Ensure the maintenance of Salesforce-Gainsight integrations by monitoring APIs, data synchronization, and overall platform performance.

• Administer the Staircase AI integration, guaranteeing that customer health data is accurate and actionable.

• Develop scalable automations and sustain platform configurations that align with the established roadmap.

• Oversee Pendo administration, including configuration, guides, permissions, and feature activation.

• Evaluate adoption data and offer recommendations to enhance product uptake and operational efficiency.

• Enable self-service functionalities while optimizing platform usage.

• Ensure reliable integrations and data consistency across Salesforce, Gainsight, Pendo, Staircase AI, and other supported platforms.

• Diagnose and resolve system, integration, and data quality issues with minimal disruption to operations.

• Support Services teams by managing platform requests through established prioritization protocols.

• Take ownership of additional Services technologies as the technology portfolio evolves.

• Identify opportunities for efficiency improvements through AI, automation, and repeatable processes.

• Maintain current platform certifications and stay updated on emerging capabilities across supported technologies.

• Work closely with colleagues across the Brands and Retailers services organizations to ensure optimal platform performance.

⛳️ Requirements

• A minimum of 2 years of experience in administering Salesforce and Gainsight.

• Proven experience in configuring enterprise applications, automation, permissions, integrations, and data management.

• Familiarity with supporting APIs, data synchronization, and cross-platform system dependencies.

• Capability to translate business needs into scalable technical solutions.

• Strong analytical and problem-solving abilities with the skill to diagnose and rectify technical and data quality issues.

• Capacity to manage competing priorities while supporting various stakeholder groups.

• Experience utilizing AI tools (e.g., ChatGPT, Microsoft Copilot, Claude) to enhance productivity through documentation, communication, data analysis, automation, or workflow optimization.

• Proficient in Microsoft Office, with an emphasis on Excel.

🏝️ Benefits

• Medical, dental, and vision benefits: Affordable health care plans and company HSA contributions, starting on Day 1.

• A 6% 401(k) match.

• Competitive time off package with 20 days of Paid Time Off, 9 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; at 3 years of service, PTO increases to 22 days, and at 5 years it increases to 25 days.

• 12 weeks of primary caregiver leave & 4 weeks of secondary caregiver leave.

• Accident, critical illness, and hospital indemnity insurance.

• Pet insurance.

• Legal assistance and identity theft insurance plans.

• Life insurance at 2x salary.

• Access to the Calm app and the Employee Assistance Program.

• $65/month remote work stipend for internet.

• Culture and team-building activities.

• Tuition assistance.

• Career development opportunities.

• Charitable contribution match up to $250 per year.