Sr. Business Systems Analyst

| Remote

ServiceTitan is seeking a strong Senior 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.

As our Senior Business Systems Analyst , you will: 

  • 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.


To be successful in this role, you'll need: 

  • Experience in tools such as Salesforce, Marketo, Salesloft, Contentful, Seismic, Gong, Gainsight, Talkdesk.

  • 5+ 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.

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.

Life at ServiceTitan www.themuse.com/profiles/servicetitan | www.builtinla.com/company/servicetitan

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • FigmaDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen

Location

Our office is located in a buzzy, vibrant neighborhood with access to great restaurants and bars. Think small-town vibe with big-city amenities.

An Insider's view of ServiceTitan

How do you collaborate with other teams in the company?

I usually prefer communicating and collaborating via slack or emails, but if I am looking for a rapid solution then I would walk over to them.

Dave Avetikyan

Data Engineer

What are some things you learned at the company?

I've been part of teams throughout my career, but here at ServiceTitan I've had a chance to collaborate in full with my colleagues. I've also learned new things about being accountable to your teammates, the power that transparency has in keeping teams together, and the benefits of being open and candid.

Jason Mulero

Senior Learning & Development Specialist

What makes someone successful on your team?

Empathy, determination, and resourcefulness!

You're the main point of contact for a complex, detail-oriented implementation schedule that has concurrent timelines and moving parts. You need to be cool and collected in the face of high-stress situations, all while delivering an excellent customer experience.

Kathy Chang Sercu

Sr. Manager, Enterprise Implementation

What are ServiceTitan Perks + Benefits

ServiceTitan Benefits Overview

We are committed to supporting our Titans through different stages of life.

Young and early in your career? You are going to love our 401(k) employer match, pet insurance, financial planner access, and that we pay 100% for your health, dental, and vision insurance.

Looking to grow your family? We got you covered with benefits ranging from adoption assistance up to $20,000, a 6-month smart bassinet rental, an allergy prevention program for babies, and paternal leave of 100% pay for up to 16 weeks (in addition to any disability or state paid family leave!).

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
ServiceTitan's incredibly generous health plan covers 100% of the cost and 80% for dependents.
Life Insurance
Pet Insurance
ServiceTitan offers Pet Insurance to our Titan pets.
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
ServiceTitan provides employees with a 401(k) matching plan. We match 6% of contributions up to 3% of an employee's annual gross pay.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
In addition to disability and state paid family leave, ServiceTitan offers 16-weeks of parental leave for the primary caregiver and 8-weeks of parental leave for the non-primary caregiver.
Flexible Work Schedule
Remote Work Program
Variable dependent on role.
Family Medical Leave
Adoption Assistance
We reimburse up to $20,000 for eligible adoption expenses and offer 16-weeks of parental leave for the primary caregiver and 8-weeks of parental leave for the non-primary caregiver.
Return-to-work program post parental leave
Company sponsored family events
ServiceTitan sponsors family oriented events multiple times per year.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Aside from our annual summer picnic and holiday party, we always make time to have happy hour with the team. In addition, we value team building, so we often take team offsites.
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

Additional Perks + Benefits

We really listen to the feedback of our employees and want to make sure that each perk is thought out and mindful for everyone.

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