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Business Analyst (H)

Business Operations | Pleasanton, CA | Full Time, Contract, and Temporary

Job Description

Business Analyst 1702 (H) 

We are looking for a Business Analyst to be part of the  Global Support Operations team. The Global Support Operations team manages the technologies and systems that enable Support's global business. As a Business Analyst, you'll develop our Support’s CRM system vision, enabling our Customer Support teams and driving capabilities, features, and user stories. You'll create excellent internal and external experiences of Customer Support within Salesforce Service Cloud and its related systems. In this role, you will partner closely with our internal Business Technology group and our Support teams to maintain and enhance our systems largely powered by We need a self-starter who can learn quickly, drive deliverables, and take pride in ensuring that the customer and analyst experience is kept at the forefront at all times.


  • Reimagine how customer support can improve customer experience and identify opportunities for technology improvements that lead to best in class customer service
  • Plan, prioritize and lead the delivery of systems on the Support roadmap to meet Support strategy and business needs
  • Assume role of product owner in scrum team(s) ensuring business requirements documentation, user story readiness, backlog grooming, user acceptance testing and release planning
  • Work and collaborate cross functionally with business technology, environments, services and product teams to prioritize requirements and define the delivery roadmap
  • Troubleshoot and triage reported system issues and work with the business and business technology to find viable solutions and facilitate resolution of issues


  • Excellent communicator and negotiator, with well-developed verbal, written and presentation ability
  • Exceptional at prioritizing and focusing on the highest value opportunities
  • Aptitude for strategic thinking and problem solving in a fluid environment
  • Experience in medium to large sized SaaS customer support organization a strong plus
  • Ability to work collaboratively as a member of cross-functional teams to deliver results
  • 3-5+ years experience delivering amazing customer experience using customer support products and technology
  • Minimum of 3 years experience with Salesforce Service Cloud, Community Cloud and Coveo and how best to utilize them for customer support. Salesforce certification is a strong plus
  • Bachelor degree, or equivalent and minimum of 5 years relevant working experience

$55 per hour                           Pleasanton, CA 94588                        3 Month Assignment