Business Systems Analyst - Customer Experience - Remote

Overview

The Business Systems Analyst - CX role is a vital part of the Core Business Operations team. This team designs, builds, and supports scalable, agile processes and systems that enable Mindbody to achieve its strategic goals.

In Short

• Develop a comprehensive understanding of Mindbody Customer Experience people, processes, and systems.
• Partner with CX senior business stakeholders and CBO technical program manager to evaluate the current state, envision the future state, perform gap analysis, define change requirements, and develop solutions to achieve strategic objectives.
• Configure, administer, develop, support, enhance, and optimize solutions in Salesforce Service Cloud, Nice InContact and Workforce Management.
• Independently own and drive cross-functional initiatives.
• Build and maintain call scripts, flows, validation rules, layouts, reports, and system updates.
• Support, understand and troubleshoot existing direct integrations.
• Author and maintain technical solution documentation.
• Thoroughly test new features and functionality.
• Perform data work via approved data management tools.
• Improve data quality through the understanding and optimization of how data is influenced by people, process and integrations.

Requirements

• 5+ years' experience supporting SaaS Business Applications such as Salesforce and NICE InContact.
• SFDC Administrator Certification (Advanced SFDC Administrator Certification and Salesforce Developer 1 a plus).
• Direct experience working in CXone Studio with inScript.
• Experience working with Customer Support AI Tools (e.g. Chatbots, Agent Assist).
• Excellent communication skills with ability to adapt styles for both non-technical and technical audiences.
• Strong knowledge around Salesforce platform and declarative configuration.
• Strong analytical abilities with intense tenacity around complex problem solving.
• Develop and provide training to a variety of user audiences.
• Curiosity and an eagerness to research and learn about processes and systems.
• Experience managing data security, audits, compliance and risk mitigation.

Benefits

• Join a passionate engineering, platform, and operations team.
• Work with mission-led people.
• Enjoy amazing benefits.
• Be part of a diverse company culture.
• Opportunity for professional growth and development.