Team Lead, Business Systems Analyst

Blackbaud; Hyderabad; On-site; INR 1,800,000 - 2,500,000; Full time

Job summary

Blackbaud is seeking a Team Lead – Business Systems Analyst in Hyderabad, India. This hybrid role involves leading a team that supports Gainsight and Salesforce operations.

The ideal candidate will have 8–10 years of experience in business systems administration, possess excellent communication skills, and be proficient in Gainsight. Strong people leadership and stakeholder engagement abilities are crucial.

Qualifications

• 8–10 years of experience in Business Systems/CS Ops/Enterprise SaaS administration.
• Proven ownership of production systems and stakeholder-facing delivery.
• Excellent communication and relationship-building skills.

Responsibilities

• Lead, coach, & manage a team supporting Gainsight and Salesforce operations.
• Drive day-to-day execution management and escalation handling.
• Ensure adherence to the Operating Leave Agreement.

Skills

Business Systems Administration

Stakeholder Engagement

People Leadership

Gainsight Administration

Salesforce PSA Support

Education

Bachelor's/Master's degree in Computer Science

Tools

Gainsight

Salesforce

Certinia

Job description

Team Lead – Business Systems Analyst

Location: Hyderabad, India (Hybrid/Onsite—per business requirement)

Work timing: 1PM IST to 10PM IST (Or as per business requirement)

Key Responsibilities

• Lead, coach, & manage a team supporting Gainsight and Salesforce/Certinia operation, establish clear ownership, coverage, for deliverables.
• Drive day‑to‑day execution management: intake triage, prioritization, WIP management, escalation handling, and ensuring responsiveness to internal customers (Customer Success/Customer support/Professional Services team).
• Build team resilience through cross‑training, knowledge sharing, and maintaining “backup coverage” so business continuity is protected.
• Maintain strong platform documentation discipline (rules/SOPs and recurring program documentation), supporting scalable delegation.
• Ensure adherence to the Operating Leave Agreement (OLA’s).
• Use operational tracking and evidence‑based workflow management to improve throughput, predictability, and stakeholder communication.
• Serve as the primary escalation point; translate ambiguous requests into actionable requirements and structured work items.
• Ensure stakeholder alignment and communication cadence—clear status, risks, dependencies—especially during high‑impact periods.
• Guide & mentor team members through 1:1, team meetings, performance review cycles & other channels.
• Ensure team members alignment with region‑specific workplace policies.
• Oversee and actively support outbound customer communications via Gainsight, including program execution and operational governance owned by CS Ops.
• Lead the team’s Gainsight operational backlog spanning programs, bugs, reporting issues, non‑reporting features, UAT support, and recurring deliverables.
• Lead and actively support operational work across Gainsight/Salesforce/Certinia PSA or customer‑facing teams: handling bugs/issues, operational requests, and platform/process questions.

Required Qualifications

• 8–10 years of experience in Business Systems/CS Ops/Enterprise SaaS administration, with proven ownership of production systems and stakeholder‑facing delivery.
• Bachelor’s/Master’s degree in computer science, Information Systems or related field.
• Excellent communication and relationship‑building skills, including comfort engaging with senior stakeholders.
• Hands‑on experience as Gainsight Admin.
• Demonstrated people leadership with ability to coach, delegate, and raise team capability while staying hands‑on.
• Gainsight Admin Certification – LevelI orII (Preferred).
• Hands‑on experience supporting Salesforce PSA/Certinia (preferred).

Equal Opportunity and EEO Statement

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.