Primary Function of Position:

The Gainsight Business System Analyst will be responsible for supporting the Gainsight system utilized by Customer Success, Digital, and Genesis teams. This role would ensure that the business user requirements and solutions are actively serving the functional and cross functional business needs. This role will be responsible for handling incidents and enhancements received from users globally and providing resolutions, escalating issues, as well as trend analysis. 

The Gainsight Business System Analyst will work within a cross-functional team to document business use cases and user requirements. This includes working with both technical and content development teams and software product owners

Roles and Responsibilities:

• Assist the Gainsight business system and product owner(s):

  • Defining the product intention and scope

  • Prioritization of business system requirements, needs, enhancements and issues

  • Defining and tracking of user requirements and / or software requirements

  • Coordinate development projects and needs 

  • Oversee user feedback and communications to drive maintenance and improvement  actions 

• Participate in meetings with business teams to establish business user requirements and use cases for business systems

• Develop acceptance criteria, assemble needed resources, support User Acceptance Testing, and   

         document final approvals and ensure product deliverables are on schedule and met

• Assist with the creation and execution of education and change management required to drive adoption of new content management technologies

• Work closely with Business Analysts, Business Owners, and Subject Matter Experts (SMEs) to review and refine business process workflows including identifying areas of possible simplification. 

• Deep knowledge of Gainsight application and best practices around the Customer Success processes 

• Work closely with Project Managers to ensure project deliverables are understood, timely, and delivered to scope

• Influential to sprint planning, review and impact to the business and IT teams

• Communication with stakeholders including business users, business and IT leadership, cross functional Impacted business teams, and others as needed

• Create and maintain business process blueprints for how processes flow into and out of our technology solutions 

• Operating business model analysis of the current business systems supporting product quality and identification of gaps in process and data streams 

• Identify and expand value streams including and aligning with system application and process mapping 

• Support synergies with global business entities to ensure alignment for needs and growth requirements are met

• Work closely with other Product owners and analysts within the Global Services Business Systems team to align on business information models 

• Provide input and training related to the product quality business systems throughout the organization as identified and needed 

• Accomplish project objectives by planning and evaluating related activities and communicating status and project to management on a regular basis

Skill/Job Requirements

Minimum requirements in order to adequately perform the responsibilities of this position are as follows:

• Education: 

  • B.S. or higher in Technology , Project Management or related field preferred 

  • Non-technical degree with equivalent complex experience acceptable 

• Experience/Skills: 

  • Minimum 5+ years experience using Gainsight or similar business systems (Salesforce, etc.)

  • Good interpersonal skills and proven ability to work on cross-functional teams and communicate with colleagues in both business and technical roles required

  • Proven desire to learn new business skills and expand knowledge of other business applications

  • Excellent written and verbal communication skills with a proven ability to present information in a clear and concise manner to various technical, business stakeholder, and leadership audiences

  • Strong knowledge of Word, Excel, PowerPoint and Tableau desired

  • Experience with ServiceNow application is desired

  • Strong knowledge or experience of Customer Success roles are strongly desired

  • Must be self-directed with the ability to work with minimal supervision 

  • Solid attention to detail, organization skills and ability to multi-task across multiple projects/activities 

  • Experience in continuous improvement processes

  • Ability to understand detailed technical information such IT requirements and translate analytical and technical information into effective presentations for business consumption 

  • Ability to synthesize data and observations to see trends, identify gaps against regulations and make logical recommendations for action 

  • Effectively prepare training documents and ability to conduct training via Zoom or in-person

  • Experience in a regulated industry such as medical devices strongly preferred 

  • Experience gathering and documenting business and customer requirements 

  • Exposure to global regulations and/ or Quality System requirements a plus

  • Independent thinker, willing to present alternative conclusions or inferences