Sr. Business Systems Analyst

ServiceTitan is seeking a strong Business System Analyst to join one of the fastest growing tech startups in Southern California, backed by the best VC firms in the SaaS space.

This position reports to the Senior Business System Manager. A Business Systems Analyst is a core team member working with the Operations team and other IT and Business Stakeholders. The primary focus of this position is to support an area of business; triaging Salesforce and other applications' system issues in that area of business. This could be the Customer Acquisition teams or the Customer Success teams. The BSAs are generally the System Admins for back office tools such as Salesforce, Salesloft, Seismic, Gong, Talkdesk, Contentful, Marketo and Gainsight, to name a few.

What you'll do:

• Consult and liaise with stakeholders to gather and confirm business requirements.
• Identify and interview internal SMEs to solicit, gather and analyze user inputs and requirements.
• Produce functional, technical and system design documentation such as BRDs, FRDs, and business process maps, data workflow maps and maintain a requirements traceability matrix.
• Improve systems by studying current practices and designing modifications in collaboration with the team and relevant IT technical resources.
• Recommend and document controls by identifying problems, inefficiencies and writing improved procedures.
• Conduct feasibility studies of applications and system solutions.
• Create test scenarios for applications enhancements, ensuring functional requirements are met.
• Participate in the testing of new Salesforce functionality roll-outs.
• Provide support for incident management and integrations.
• Resolve system escalations and troubleshooting for power users.

What you'll need:

• Experience in tools such as Salesforce, Marketo, Salesloft, Contentful, Seismic, Gong, Gainsight, Talkdesk.
• 2+ years of experience in Salesforce (SFDC) CRM including troubleshooting Salesforce errors.
• Salesforce Admin Certificate 80201.
• Worked cross functionally, with multiple departments.
• Experience working with SaaS solutions.
• Experience creating User Stories with clear, unambiguous acceptance criteria.
• Experience developing process maps, and specifications documentation.
• Experience participating and/or facilitating workshops.
• Business Analyst skills eliciting requirements, root cause analysis and impact analysis.

Other Soft Skills Needed:

• Excellent communication and interpersonal skills.
• Active listener with the ability to think strategically, solve problems and negotiate
• Superior organization skills including outstanding accuracy and attention to detail.
• Excellent time management skills and ability to prioritize tasks, use initiative and be self-directed to meet deadlines
• Ability to operate with a flexible approach in a dynamic start-up environment.
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About ServiceTitan

ServiceTitan is the world's leading and fastest-growing software technology platform for the trades, a trillion-dollar global industry. We help small business entrepreneurs run and grow their businesses. For more information about ServiceTitan, visit www.ServiceTitan.com.

Perks & Benefits

• 1. Work/Life Balance: flexible work schedule, flexible PTO
• 2. Family-Friendly Benefits: extended parental leave, pregnancy support, 20k in adoption reimbursement, Snoo Smart Sleeper, back-up childcare credits, legal benefit, discounted pet insurance
• 3. Enrichment: ongoing learning culture with access to Linkedin Learning and professional development workshops, diversity charter groups, orientation program, career pathing opportunities, mentorship programs
• 4. Health & Wellness: company-paid medical/vision/dental/life insurance/disability, employer HSA contribution, free One Medical membership, care coordination support, 401(k) with company match, stipend for home office equipment/supplies, gym discounts, monthly cell phone stipend

Equal Opportunity Employer

ServiceTitan does not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws. At ServiceTitan, our mission is to help our Titans and customers achieve the extraordinary. We are an equal opportunity employer and we celebrate the diversity that each Titan brings to the table. We believe that the convergence of fresh, unique perspectives and experiences from all walks of life is what makes our product and culture so great - and there's always room for more.