Business Systems Analyst

About this role

Overview:

This role is a hands‑on, technical opportunity to become a critical enabler of day‑to‑day operations across Sales, Customer Support, Operations, Client Services, Product, and Marketing. You will serve as the front line of support for Salesforce and integrated business systems, ensuring issues are resolved quickly, accurately, and with a strong customer‑service mindset. The role offers exposure to system improvement initiatives, audits, and cross‑functional collaboration while building deep expertise in Salesforce and enterprise applications.

Our team provides Enterprise business systems that support critical operational, financial, and customer‑facing processes. We work closely across departments to ensure our platforms scale with the business, remain compliant, and deliver reliable experiences to internal users. We value continuous improvement, accountability, and strong partnerships between technology and the business.

Responsibilities:

KEY PERFORMANCE OBJECTIVES (First 12 Months)

OBJECTIVE 1: Deliver High‑Quality, Responsive First‑Tier Salesforce & System Support (First 6 Months)

Outcome:
Within the first 90 days, consistently resolve or correctly triage 90–95% of incoming Zendesk tickets related to Salesforce and integrated systems within defined SLA targets. By six months, demonstrate sustained high‑quality resolution with minimal rework and positive internal customer feedback.

Impact:
Ensures uninterrupted daily operations and builds trust in the Business Systems function through reliable, customer‑focused support.

How:
Provide first‑tier troubleshooting for Salesforce (Sales and Service Cloud), Concur, and integrated applications; document resolutions clearly in Zendesk; communicate timely updates; and escalate appropriately when deeper analysis is required.

OBJECTIVE 2: Support Continuous Improvement, Governance & Compliance of Salesforce & Integrated Systems (First 12 Months)

Outcome:
Over the first 12...