Business Systems Analyst

ABOUT THE ROLE

The Business Systems Analyst is responsible for day-to-day support of go-to-market business users and the systems they use. This role directly interacts with users across departments and global regions, providing support when possible and calling out to IT if needed. The Business Systems Analyst will have close relationships with users, providing timely updates on their issues and requests. As an expert on the systems and related business processes, the Business Systems Analyst will also provide users with training as needed.

Duties also include maintenance of go-to-market systems and data. This includes certain configuration changes and record updates in the systems owned by the Global Business Systems team. Data management tasks, such as list uploads and periodic audits, will also be carried out by the Business Systems Analyst. Additionally, the Business Systems Analyst will manage projects, being the liaison between the business and IT.

This position reports to the Associate Manager of Global Business Systems.

YOUR DAILY IMPACT AT PELOTON

Business User Support

• Serve as the first point of contact for business users who require go-to-market system, process, or data support.
• Assist in translation of business requirements into functional specifications.
• Triage of support requests, providing resolution or raising issues to IT that involve broken functionality, integrations, and support needed from system providers.
• Evaluate support requests that require system or process changes, working with the Associate Manager of Global Business Systems to create project requests in the backlog as appropriate.
• Support the GTM teams with reporting and KPI tracking when needed.

Documentation and Training

• Assist in creation and maintenance of documentation and training on system functionality and business processes.
• Monitor trends in support requests to identify recurring questions that can be addressed with new or updated documentation and training.
• Train go-to-market business users through a combination of live and LMS-based courses.

Business Systems and Processes

• Support the Associate Manager of Global Business systems with administrative responsibilities within systems used by go-to-market teams, including Salesforce.com, Apttus, Pardot, Clari, and others as appropriate.

Business Data Management

• Handle data input requests, including marketing list uploads and market intelligence data.
• Periodic auditing and administration of data within business systems to ensure clean and accurate data is provided to the business.

Project Management/Business Analysis

• Manages small to medium size projects.
• Gather and document business requirements. Help develop new and improved processes, tools, and system enhancements to support business needs.
• Coordinate user acceptance testing to ensure system changes meet business requirements.

Performs other duties as assigned.

YOU BRING TO PELOTON

• Bachelor’s degree in business, technology, or related field
• 5+ years of experience with Salesforce.com
• 3+ years of experience with marketing automation solutions, Pardot strongly preferred
• 3+ years collaborating with IT teams to deliver solutions
• Prior experience supporting systems-related process improvement and complex technology projects
• Prior experience providing support/consultation to Sales, Marketing, and Customer Success teams
• Prior experience with support ticketing systems and processes
• Prior experience with process mapping and business requirements
• Detailed understanding of B2B sales, marketing automation, demand generation, pipeline management, and forecasting
• Proficient in Excel
• Ability to support projects with a multi-functional team, external resource management, teamwork, commitment management.
• Strong verbal and written communication skills
• Deep analytical and critical thinking skills
• Adept and proactive at problem-solving and conflict resolution
• Excellent organization and time management skills
• Ability to work well under pressure; handle tight deadlines and situations where conflicting priorities arise
• Functional understanding of database technologies is a plus, SQL preferred
• Knowledge of HTML and CSS is a plus

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