Senior Business Systems Associate

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

📋 Description

• Act as the main administrator and subject matter expert for essential business systems, including Zendesk, Qualtrics platforms, NICE CXone, DocuSign, and associated operational tools.

• Lead the implementation, enhancement, and optimization of systems from initial discovery through to deployment.

• Collaborate with Operations, Product, Engineering, Compliance, and other stakeholders to convert business requirements into scalable system solutions.

• Assess operational workflows and proactively identify chances to automate processes, decrease manual workload, and enhance employee productivity.

• Manage intricate system configurations, integrations, permissions, routing logic, and business rules.

• Create and maintain system documentation, process maps, governance standards, and training materials.

• Design and present reporting, dashboards, and business insights that aid in operational decision-making and provide executive visibility.

• Investigate and resolve escalated system issues while conducting root cause analysis and implementing lasting solutions.

• Establish and track system performance metrics, adoption trends, and service level expectations.

• Mentor junior team members and offer guidance on best practices for business systems.

• Assist with change management efforts and encourage stakeholder adoption of new processes and technologies.

⛳️ Requirements

• A minimum of 4 years of experience in business systems administration, operations technology, workforce management, business operations, or related fields.

• At least 2 years of experience in supporting business-critical platforms such as Zendesk, NICE CXone, Salesforce, CRM systems, or similar enterprise applications.

• Proven experience in leading system implementations, process improvement initiatives, or cross-functional operational projects.

• Background in financial services, fintech, SaaS, or other heavily regulated industries is preferred.

• Strong expertise in workforce management, forecasting, capacity planning, scheduling, or operational analytics is preferred.

• Familiarity with reporting and business intelligence tools (Looker, Tableau, Sigma, SQL, Hex, etc.) is a plus.

• Experience in managing system integrations, workflow automation, and optimizing business processes is a plus.

• Proven ability to influence stakeholders and promote adoption across various teams.

• Bachelor’s degree or equivalent professional experience.

🏝️ Benefits

• Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits.

• 401(k) plan.

• Commuter benefits: We offer pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient.

• Grow together: Company-wide orientation for you to successfully onboard and other learning & development opportunities, including regular review cycles that feature 360-degree feedback.

• Generous time off: 17 days paid time off, sick days, and 11 company holidays.

• Baby bonding time!: 12 weeks off for both birthing and non-birthing parents - fully paid, so you can focus your energy on your newest addition.