Business Analyst - Partner Experience

 8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration.

We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. With one platform, one ecosystem, and one data model, you can turn every team into a customer-facing team and unify your CX to conquer the complexity.  

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

We’re looking for a “solution-minded” Senior Business Systems Analyst that will be responsible for delivering the company’s most important projects to drive our strong top-line growth. The main responsibility of this position will be to partner directly with our business leaders and key stakeholders to implement new enhancements in Salesforce Service Cloud to support and automate our processes. (Support Global Customer care, Billing & Revenue operations & Professional Services)

This is a challenging role, but you will get to own the key business processes that will ensure we meet our aggressive growth goals.   We want our customers to buy our products seamlessly while ensuring the proper provisioning, customer support, accounting and billing is taking place.    

Questions you will tackle head-on: 

“How do we bring more automation to the customer onboarding experience (post-sales)”

“How do we get our customers set up and using 8x8 product within minutes?”

“How can our support agents resolve customer trouble tickets faster?”

“What applications can we leverage to make processes more pleasant for internal agents and our customers?”

Responsibilities

• Manage Salesforce Service Cloud roadmap:  Meet with decision-makers, systems owners, and end-users to define business requirements and systems goals

• Facilitate discussions among business owners to determine the best solution to the roadmap of enhancements through working sessions, new process mapping, and process redefinition

• Document business process flows and requirements for the roadmap of enhancements

• Lead the delivery of key enhancements by directly making configuration changes in Salesforce or Developing the requirements/design specifications and delivering it to our internal development team for completion

• Assist in creating reports and dashboards for users Identify test criteria and test new functionality/enhancements

• Provide training to end-users

• Evaluate implementation options/vendors and provide recommendations on the scope and scale of effort required to develop solutions.

Required Skills

• Technical knowledge of the Salesforce platform.

• Must have relevant experience as a business systems analyst on the Salesforce platform

• Strong knowledge of system and software quality assurance best practices and methodologies

• Experience in Agile Development Methodologies.

• •Excellent project delivery skills Excellent written and oral communication skills

• Excellent interpersonal skills and problem-solving, analytical, and investigative abilities

• Ability to effectively prioritize and execute tasks in a high-pressure environment

Beneficial Skills

• Knowledge of integration technologies is a big plus but not required

• Salesforce Certification Admin & Service Cloud preferred

• Knowledge of cloud voice, video, and messaging communication products.

• Degree in Computer Science, Business Process, MIS, or comparable technical degree

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

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