Customer Success Business Systems Analyst

Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?Business Systems Analyst, Customer Success OperationsSummary:We are looking for a highly motivated, independent, and passionate individual to join our team as a Customer Success Business Systems Analyst working closely with our internal business units. The Business Analyst is a hands-on critical member that will work closely with the business owners to drive improved business process efficiency. You will lead continuous, data-driven improvements to streamline internal and external systems and processes that support Customer Success and Services initiatives at Genesys.Responsibilities: Understanding of systems as it applies to processes and workflows that support and enable our internal business units.Help to identify issues and risks as it pertains to processes and workflows based on trends and data review.Build strong cross-functional relationships with business stakeholders and technical teams to define and document requirements.Work with Technical teams to ensure technical and business needs are determined seamlessly.Coordinate User Acceptance Testing and end user training as neededCreate supporting enablement materials.Provide ongoing consulting and expertise in key areas of focus for Customer Success Organization.Lead, manage, and drive operational tickets to resolution out of Service Now and JIRA.Qualifications/ Skills Required and Preferred:5+ years of experiences as a Business Analyst or similar role, preferably with a SaaS companyMust have prior Salesforce Business Systems Analyst experienceExperience in driving process improvement initiatives leveraging technology to increase scalability and efficiencyStrong ability to adapt quickly to changing priorities; manage time, multiple tasks, and deadlines effectively.Excellent verbal and written communication skills, including effective listening; composing clear, concise correspondence, documentation, and presentationsAbility to thrive in a fast-paced environmentProject Management experience is a plus#LI-Hybrid#L1-GF1If a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.