Salesforce Business Systems Analyst



IT, Sales & Business Development
Pune, Maharashtra, India
Posted on Thursday, June 20, 2024

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

The Salesforce Business Systems Analyst is responsible for delivering and supporting Customer Success and Operations Technology initiatives by partnering with athenahealth business process owners, athenaIT (aIT) Product and Project Managers, Business Systems Analysts, and Development team members. As part of the athenaIT Customer Success and Operations Technology team, this role will focus primarily on Salesforce technology. She/he will actively participate in the support and expansion of Salesforce and supporting Customer Success and Operations platforms at athenahealth.

An ideal candidate will be an experienced, high-energy, detail-oriented and highly analytic business analyst with experience in Customer Success, Customer Support, and Business Operations functions of a high-tech software company. She or he will have demonstrated the ability to transform business requirements into system enhancements that ultimately advance Customer Success and Operations Technology initiatives and serve value to all employees of athenahealth.

Job Responsibilities:

· Partner with Customer Success, Customer Support, Business Operations, Professional Services and data stakeholders to analyze, understand and improve employee productivity and end-user effectiveness

· Gather, analyze and document functional and technical requirements for new projects, enhancements to existing solutions, and production issues reported by end users

· Create business process models using best practice techniques, including current and future state solution design documents using requirements gathered

· Define and implement system enhancements that advance the goals of the business, advising on best practices, and recommending process improvements to ensure scalability and efficiency

· Create and execute unit, integration and user acceptance test plans, including use cases and test data

· Create, deliver and present end-user training materials to Salesforce users throughout the organization

· Research production system issues, resolve user problems and escalate when necessary

· Help manage backlog of production issues and enhancement requests

· Perform application configuration activities primarily in Salesforce, and other supporting applications

· Manage stakeholder relationships and prioritize aIT configuration/development activities that best support business objectives

Typical Qualifications:

· 2-4 years’ work experience in a business analyst (system administration) supporting a post-sale (Customer Success, Customer Support, Professional Services, Business Operations) organization

· Hands-on experience with Salesforce Service Cloud, Community and other integrated and / or applications including but not limited to Cloud Coach, Gainsight and data analytics

· Familiarity with tools such as JIRA, Confluence, SalesforceDX, VS Code, BitBucket, Git Experience creating and executing unit, integration and user acceptance test plans is preferred .

· Willingness to work in an evening shift as per US timings (From 3 pm IST to 12 am IST)

· Strong and effective written, verbal and presentation skills with the ability to collaborate with team members and business stakeholders at all levels of the organization

About athenahealth

Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

What’s unique about our locations?
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experience, together.

Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? That’s another story. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.

Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.

Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability.

Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’s Corporate Social Responsibility (CSR) program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.

What can we do for you?
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And we provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.