Business System Associate

Jobtailor; New York (NY); On-site; USD 85,000 - 120,000; Full time

Job summary

Jobtailor seeks a Customer Care Systems Analyst to bridge business needs with IT delivery in a fast-paced environment. You will improve the customer experience through technology and process enhancements, with focus on Salesforce, SAP, Five9, and Workforce Management.

Responsibilities include gathering requirements, writing user stories, participating in UAT, and training end users while maintaining data integrity and system configurations. Strong communication and problem-solving are essential.

Qualifications

• 3+ years of customer service experience.
• 1+ years of Salesforce experience.
• Salesforce Administrator certification preferred or related Salesforce experience.
• Experience with AI tools and technologies, including automation.
• Experience gathering business requirements and supporting system enhancements.
• Familiarity with Agile and Scrum methodologies.
• Experience training and supporting end users.
• Experience in a high-volume contact center environment.
• Familiarity with telephony platforms such as Five9.
• Strong organizational and communication skills.

Responsibilities

• Serve as a liaison between Customer Care and IT development teams.
• Shape the customer experience through tech and process improvements.
• Support and enhance Salesforce CRM, SAP, Five9, and Workforce Management platforms.
• Leverage emerging AI technologies and automation tools.
• Gather requirements and translate business needs into actionable user stories.
• Participate in Salesforce projects, system implementations, and UAT.
• Provide first-line system support and troubleshooting for users.
• Train and enable end users across the organization.
• Maintain system configurations, user access, data integrity, and documentation.
• Identify trends, analyze issues, and recommend improvements to efficiency.

Skills

Salesforce CRM Experience

AI Tools and Technologies

Agile Methodologies

User Acceptance Testing

Customer Service Experience

Education

Associate's Degree or higher

Salesforce Administrator Certification

Tools

Salesforce

SAP

Five9

Workforce Management

Microsoft Office

Job description

• Serve as a trusted liaison between Customer Care business teams and IT development teams


• Help shape the customer experience through technology and process improvements


• Support and enhance Salesforce CRM, SAP, Five9, and Workforce Management platforms


• Leverage emerging AI technologies and automation tools


• Partner with stakeholders to understand challenges and translate business needs into actionable solutions


• Gather requirements and create user stories within an Agile environment


• Participate in Salesforce enhancement projects, system implementations, and User Acceptance Testing


• Provide first-line system support and troubleshooting for Customer Care users


• Train, support, and enable end users


• Maintain system configurations, user access, data integrity, and business documentation


• Identify trends, analyze issues, and recommend solutions to improve operational effectiveness

Requirements

• High School Diploma or GED


• 3+ years of customer service experience


• 1+ years of Salesforce experience


• Preferred: Associate's Degree or higher


• Preferred: Salesforce Administrator certification or related Salesforce experience


• Preferred: Experience with AI tools and technologies, including Agentforce


• Preferred: Experience gathering business requirements and supporting system enhancements


• Preferred: Knowledge of Agile and Scrum methodologies


• Preferred: Experience training and supporting end users


• Preferred: Experience in a high-volume contact center environment


• Preferred: Familiarity with telephony platforms such as Five9


• Preferred: Strong organizational skills with the ability to manage multiple priorities


• Preferred: Proficiency with Microsoft Office applications including Word, Excel, and PowerPoint


• Preferred: Exceptional attention to detail and commitment to delivering high-quality results


• Preferred: Strong analytical and problem-solving skills


• Preferred: Excellent communication and collaboration abilities


• Preferred: Passion for technology and continuous improvement

Core Competencies

Demonstrates expertise in Salesforce CRM and system enhancements, with a strong focus on customer experience and operational effectiveness. Proficient in gathering business requirements, training end users, and leveraging AI technologies within an Agile environment.

Highest-signal resume keywords

• Salesforce CRM Experience


• AI Tools and Technologies


• Agile Methodologies


• User Acceptance Testing


• Customer Service Experience

Hard Skills

• Salesforce


• Data Integrity Management


• Business Requirements Gathering


• System Configuration


• Troubleshooting


• User Story Creation


• Process Improvement


• Operational Effectiveness


• Telephony Platforms


• Workforce Management

Soft Skills

• Strong Organizational Skills


• Analytical Skills


• Problem-Solving Skills


• Communication Abilities


• Collaboration Abilities

Certifications & Qualifications

• Salesforce Administrator Certification

Industry Keywords

• Customer Care


• High-Volume Contact Center


• Agile


• Scrum


• Emerging AI Technologies

Tools & Technologies

• Salesforce CRM


• SAP


• Five9


• Workforce Management Platforms


• Microsoft Office