Business Analyst, Senior
Remote - Anywhere - USA
Blackbaud unleashes the potential of the people and organizations who change the world, and we’re growing our team. As the leading software exclusively dedicated to powering social and corporate impact , expand what is possible across the nonprofit and education sectors, at companies committed to social responsibility, and for individual change makers.
Our culture is defined by remote-first flexibility, so you can grow and lead from anywhere, with close connection to leadership. We invest in innovation and education to fuel new ways forward, while always seeking out opportunities to give back. Every day, we aim higher, expanding what’s possible for those who change the world.
The Senior Business Analyst supports the Leadership Team of Application Services and will focus on supporting the Customer Success organization by providing systems and processes to ensure successful onboarding, adoption, operational effectiveness, support and retention of Blackbaud customers throughout the customer journey. Examples include data integrations, product usage, customer relationship management, health monitoring and helping identify expansion opportunities for the Blackbaud products. The analyst will work with a team of resources in collection of current policy and procedures, business requirements, discovery of operational efficiency improvements, workflow design, documentation, education, and adherence monitoring work efforts. The analyst will also seek to ensure optimal usage of the existing tools which support the customer operation organization including Gainsight, Certinia (formally FinancialForce), Coveo, Docebo LMS, and Salesforce ecosystems.
What you'll do::
- Partner with cross functional departments to uncover business needs and understand how to best leverage our core customer-lifecycle management systems such as Gainsight, Salesforce, Workday, etc.
- Support business strategy development for the services teams and manage mapping, documenting, and implementing customer success processes
- Prepares preliminary project documentation pertinent to the business objectives, summarizing the goals of the business process change and expected business benefit, which are then used as inputs to functional design
- Analyze different technology solutions/approaches, which may include reviews of different market solutions and/or internal solutions; recommend best practice driven approach
- Develop and prioritize user stories to drive system requirements, aligned with and enabling business process change; able to engage with application team in discussion to ensure technical design meets functional objectives
- Participates in sprint planning, design reviews and sprint reviews to ensure that business processes are properly supported; responsible for updated proposed workflows
- Performs Data review / audits, identify specific performance improvement opportunities (system performance, functional performance, user performance, etc.)
- Facilitate successful testing and launch activities including UAT, Regression testing and internal/external readiness and change management
What you'll bring:
- 4+ years professional experience in Business Analysis, preferably in a role focused on Customer Success and Enablement utilizing Salesforce-related technologies and solution design
- Strong understanding and experience with Salesforce and Customer Success technology; Coveo Enterprise Search, Docebo LMS and Gainsight experience preferred
- Strong understanding or experience with process definition methodologies
- Familiarity with application tracking analytics and processes (MixPanel, Heap)
- Knowledge of Azure Dev Ops (ADO) and SAFe, Agile, or Scrum Methodologies.
- Highly proficient with Microsoft Visio and/or other modeling tools
- Knowledge of data analysis to support proposed process definition, monitor adherence, and communicate performance results
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Blackbaud is a remote-first company which embraces a flexible remote work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!
Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and 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.
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The starting base pay is $87,700.00 to $114,200.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.Benefits Include:
Medical, dental, and vision insurance
Remote-first workforce
401(k) program with employer match
Flexible paid time off
Generous Parental Leave
Volunteer for vacation
Opportunities to connect to build community and belonging
Pet insurance, legal and identity protection
Tuition reimbursement program
Job Profile
Career development Connection to leadership Diverse and inclusive work environment Equal opportunity employer Flexible paid time off Flexible remote work Flexible remote work culture Fully remote Generous parental leave Medical, dental, and vision insurance Opportunities for innovation and education Opportunities to connect to build community and belonging Opportunities to give back Parental leave Pet Insurance Pet insurance, legal and identity protection Remote-first company Remote-first flexibility Remote-first workforce Remote work Tuition reimbursement Tuition reimbursement program Vision Insurance Volunteer for vacation
Tasks- Analyze technology solutions
- Develop user stories
- Facilitate testing and launch activities
- Support customer success
Agile Analytics Azure Azure DevOps Business Analysis Change Management Coveo Customer Relationship Management Customer Success Data analysis Data Integration Design Development Docebo LMS Gainsight Heap Leadership LMS Microsoft Visio Mixpanel Onboarding Performance Improvement Process Definition Relationship Management Remote work Salesforce Scrum Solution Design Tools Workday
Experience4 years
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9