Business Analyst - Pleasanton, United States - Cypress Human Capital Management, LLC

Cypress Human Capital Management, LLC Pleasanton, United States

2 weeks ago

Description

Business Analyst

, 1183

About The Team

The Support Applications & Technology (SAT) team is responsible for supporting, maintaining, and innovating the systems and tools used by both our customer support and its customers.

We are a diverse group of product operations specialists with varied experiences and backgrounds. Our team is committed to our core values, which prioritize employee well-being, equal opportunities, collaboration, supportiveness, and fun

About The Role

As a Business Analyst, you will work within a global team, spanning various time zones and ensure excellent customer service.

In this role, you will partner closely with our internal Business Technology group and our Support teams to maintain and enhance our systems and tools largely powered by We need a self-starter who can learn quickly, drive deliverables, and take pride in ensuring that the customer and analyst experience is kept at the forefront at all times.

Responsibilities

Reimagine how customer support can improve customer experience and identify opportunities for technology improvements that lead to best in class customer service
Plan, prioritize and lead the delivery of systems on the Support roadmap to meet Support strategy and business needs
Assume role of product owner in scrum team(s) ensuring business requirements documentation, user story readiness, backlog grooming, user acceptance testing and release planning
Work and collaborate cross functionally with business technology, environments, services and product teams to prioritize requirements and define the delivery roadmap
Troubleshoot and triage reported system issues and work with the business and business technology to find viable solutions and facilitate resolution of issues

Requirements

Basic Qualifications

3+ years Business Analyst experience, preferably supporting enterprise-sized organizations.
2+ years experience working with Service Cloud.
1+ year experience with agile development processes.
Ability to be flexible, multi-task and get things done in a fast-paced and constantly changing environment
Previous experience providing technical/customer support

Other Qualifications

Bachelor degree, or equivalent, and relevant working experience.
Familiarity with Coveo and Adobe Experience Manager (AEM) is a plus
Salesforce certification is a plus
Proficiency with JIRA and Confluence a huge plus

Compensation

$51.72/hour - $68.97/hour (W2)

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