Staff Business Systems Analyst
Company Overview
91黑料爆料 is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
Customer Success is driving 91黑料爆料鈥檚 transformation to become an 鈥淎I-driven expert platform鈥, innovating on the way customers access expertise and digitizing the services industry. These customer experiences are delivered through offerings such as TurboTax Live and QuickBooks Live and extend to how customers access help and support through their entire journey, across all of our offerings. Further, Customer Success is responsible for delivering an outstanding experience to our experts 鈥 the people on our platform who deliver advice and support to customers.
Join 91黑料爆料 as a Staff Business Systems Analyst in Customer Success Modern Operations.聽 91黑料爆料's Customer Success team is transforming the industry with a suite of high-touch professional services powered by data-driven, technology-led operations and a distributed professional workforce.
We are seeking an experienced, strategic, and collaborative Staff Business Systems Analyst to support a two-sided professional network at scale. In this critical role you鈥檒l be responsible for tackling complex business problems by collaborating closely with engineers, data scientists, Customer Success teams, and Business Unit leaders to document complex processes, define requirements, lead UAT, and across 91黑料爆料. You will have the opportunity to help lead 91黑料爆料 in its transformation into industry-leading service operations technologies and platforms.聽
Responsibilities
- Collaborates with a team of top engineers, designers, product managers, analysts and Customer Success business partners to define and enable long term capability strategies that align with 91黑料爆料’s strategic goals.
- Analyzes complex business problems to be solved with automated systems, proactively seeks data to build a business case, influences and presents effectively and logically
- Defines detailed business requirements to deliver on strategic objectives, gathers end user feedback and incorporates into solution design and development.
- Moves fluidly between high-level strategy and execution; confident giving a presentation to Sr Leadership as well as running a meeting with users and technical SMEs
- Has an innate curiosity and willingness to dive deep into a complicated platform product, identifies and documents how any underlying system connects, while identifying gaps and automation requirements
- Provides technical expertise in identifying, evaluating and developing systems and procedures that are cost effective and meet user requirements - creativity and iteration are key
- Drives work with urgency, moves teams forward, leaps over barriers, bridges over gaps and keeps the business moving
- Delivers results: Operational excellence mindset with proven history of delivering services and/or operations efficiently at large scale with speed, certainty and security
Qualifications
- Strong communicator who knows how to translate analysis into business insights, prioritize based on strategy, and communicate objectives, plans, status, and results clearly
- 2+ years of experience in operations within a fast-moving technology-driven organization or a quickly evolving supply chain driven organization
- Strong business analysis skills (planning, feasibility assessments, requirements development, quality assurance testing, coordinating and executing user acceptance testing, problem solving)
- Demonstrated ability to think end-to-end, quickly understand operating systems, and lead the delivery of a portfolio of programs/projects
- Maturity, high judgment, negotiation skills, ability to influence, analytical talent and leadership are essential to success in this role
- Demonstrated ability to work in a matrix environment and ability to both influence and develop strong partnerships at all levels
- Undergraduate degree in business, technical, or science discipline required
91黑料爆料 provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Bay Area California $164,500 - 223,000, Southern California $147,000 - 199,000. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at . Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, 91黑料爆料 conducts regular comparisons across categories of ethnicity and gender.