Senior Business Analyst - Customer Experience

For the past 25 years, Bullhorn has dedicated itself to building industry-leading, cloud-based software for the staffing and recruitment industry. Led by the original co-founder, partnered with private equity, and powered by seasoned leaders across a global workforce with an eye toward innovation, Bullhorn has had year over year growth, making it the market leader in the recruitment software space while allowing for new opportunities for over 29% of our employees to advance their careers in the past 12 months.

We are a remote-first organization and over 38% of our employees reside outside the United States. Headquartered in Boston, we also have offices in London, Brighton, Rotterdam, Amsterdam, Frankfurt and Sydney (just in case you’re in the area to stop by). Whether you’re local or remote, our vision is to ensure every employee has a sense of belonging, a voice that is heard, and a clear path for success. Your incredible experience as an employee will consist of flexible work hours to ensure a positive work-life balance and use Zoom, Slack, and other tools to stay connected.

About the Role

Reporting to the Business Analyst Manager on the Enterprise Applications Team, the Senior Business Analyst will be responsible for improving the efficiency and capabilities of internal Bullhorn users (Support, Customer Success), focusing on internal Technical Support processes and applications by partnering with our operational leaders in Enterprise level project delivery

A typical day will include

• Meeting with internal stakeholders and project team members to collaborate on and document requirements as well as design solutions for enterprise level business system projects across our internal enterprise applications.

• Serving as the technical expert and business champion across operations teams, developers, and software vendors, drawing on your past experience to consult on best practices and scalable solution design.

• Collaborating with the Enterprise Applications DevOps team and Business Analyst counterparts to coordinate process improvements and increase efficiency of internal workflows/applications.

• Eliciting functional and non-functional requirements, documenting user stories and acceptance criteria in Jira, and maintaining technical documentation for assigned projects.

• Gathering data and building reports from Salesforce and other sources to guide decision making and solution design.

This role is a fit for you if

• You have 5+ years of demonstrated hands-on Salesforce administrative activity in a Business Systems analyst role of progressive responsibilities. 

• Experience implementing, administering and/or solutioning for business applications (Salesforce Service and Experience Clouds, Chat, knowledge base, Survey tools, WFM Solutions).

• You have a working knowledge of Customer Support and Customer Success best practices for processes and application administration across a SaaS first system architecture.

• You are confident eliciting requirements, facilitating discovery discussions and communicating with varied audiences in a leadership role.

• You enjoy problem solving, documenting solutions, building consensus across teams and developing strong working relationships with your team and stakeholders.

• You have a fundamental understanding of data systems and relational databases.

Bonus Points for

• Salesforce Service Cloud Consultant, Experience Cloud Consultant, or Tableau and Einstein Discovery Consultant Certifications

#LI-Mid

What we offer...

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
• Unlimited Planned Paid Time Off
• Global Mental Health Support
• On-Demand Learning & Development
• Quarterly paid volunteer days
• Lucrative Employee Referral Program (eligible for prior to your first day)
• Company-wide mentor program

Bullhorn's core purpose is to create an incredible customer experience, which starts with first creating an incredible employee experience. Our vision is for every employee to have a sense of belonging, a voice that is heard, and a clear path for success. We are committed to building diverse and inclusive teams, and our culture is shaped by our five core values: Ownership, Energy, Speed & Agility, Service, and Being Human.

We are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.