Senior Systems Analyst - Gainsight Administrator

Systems Analyst

Summary

As a Systems Analyst, you’ll join the Intelligence Services Operations team to enable scale and efficiency of internal and client engagement processes within Intelligence Services and across the entire organization. As the technical owner and expert for our customer success platform and its connections, you are a:

• Expert in technical administration
• Problem solver for automating and resolving recurrent issues and tasks
• Forward-thinker for matching an array of technical (and technology) solutions to match the team’s workflow requirements
• Overall skilled in technological best practices of customer success teams
  

What you’ll do as a Systems Analyst:

• Manage the data architecture of the Customer Success CRM and its multiple integrations
• Own the technical scoping/administration of cross-functional business processes within the CRM
• Collaborate with other operations leaders to drive alignment of interdependent systems
• Manage a robust project schedule complete with planned changes/improvements and ad hoc requests
• Regularly audit systems for performance and make recommendations to optimize our configuration
• Serve as systems subject matter expert and train other admins on the team
• Manage end user education and enablement on important workflows/features/updates
• Manage robust feedback loop to inform system improvement and architecture direction
• Recommend and assess expansion/replacement of tools in use by the team

What you bring as a Systems Analyst:

• 2 + years of experience as a Gainsight/Salesforce administrator, Systems Analyst or similar role
• Working knowledge of Salesforce, SQL, Tableau/Domo, and project management software (JIRA, Asana)
• Experience supporting a global customer success team
• Experience working in an agile environment
• Highly organized, detail-oriented, and able to manage multiple projects
• Strong communication and time management skills
• Team player and self-starter with great interpersonal skills and a solution-oriented attitude
• Willingness to learn new tools, processes, and functions
• Bonus: Gainsight NXT Certified Administrator or Salesforce Certified Administrator

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