Who we are
We’re a passionate engineering, platform, and operations team, developing and supporting ground-breaking products. Together, we’ll build for the future, creating more opportunities for wellness businesses around the world to help their customers lead full, healthy lives. We push ourselves and our company to always strive for this higher purpose, recognizing the power in working together toward the same goal. We believe in building a diverse company where everyone feels safe bringing their authentic selves to work. And we believe that the secret to success is our people. Join the team, and let’s see what we can accomplish together!
Your role
The Business Systems Analyst - CX role is a vital part of the Core Business Operations team. This team designs, builds, and supports scalable, agile processes and systems that enable Mindbody to achieve its strategic goals.
The ideal candidate will have expertise in customer experience platforms, including but not limited to Salesforce and NICE InContact, with a focus on platform management, maintenance, and driving large projects. Additionally, the candidate will be adept at collaborating with business stakeholders. As a Senior Business Systems Analyst, you will play a key role in configuring, administering, and optimizing our Salesforce and NICE InContact environments, along with related integrations and applications. This includes leading major projects, overseeing enhancements, and providing day-to-day administration and support. You will work closely with stakeholders to align strategic priorities, gather requirements, propose solutions, and develop implementation strategies to promote continuous improvement.
This role specifically supports our Customer Experience teams, including Support, Success, and Onboarding/Implementation, as well as the corresponding applications they use.
You'll likely spend time working on
- Develop a comprehensive understanding of Mindbody Customer Experience people, processes, and systems.
- Partner with CX senior business stakeholders and CBO technical program manager to evaluate the current state, envision the future state, perform gap analysis, define change requirements, and develop solutions to achieve strategic objectives.
- Configure, administer, develop, support, enhance, and optimize solutions in Salesforce Service Cloud, Nice InContact and Workforce Management and other CX Applications as incorporated into the environment.
- Independently own and drive cross-functional initiatives by facilitating discovery, envisioning, requirements gathering, and design sessions.
- Build and maintain call scripts, flows, validation rules, layouts, reports, security management, ETL tools and process builders, third party app integrations, custom objects, and system updates.
- Support, understand and troubleshoot existing direct integrations and lead the implementation of new applications and cross platform integrations
- Author and maintain technical solution documentation.
- Thoroughly test new features and functionality.
- Perform data work (such as mass inserts and updates) via approved data management tools.
- Improve data quality through the understanding and optimization of how data is influenced by people, process and integrations
- Identify and track potential system issues/bugs/degradations, provide end-user instruction and support, troubleshoot, and manage resolution. Escalate as necessary.
- Uphold business standards of operation and leading practices, leading by example and using industry knowledge and experience to provide mentorship and guidance to peers to ensure quality solutions
- Collaborate with third party vendors to implement and enhance system solutions in alignment with internal standards
- Other duties as assigned.
You'll thrive in this role with experience in
- 5+ years' experience supporting SaaS Business Applications such as Salesforce and NICE InContact, Nice Workforce Management, Gainsight, FinancialForce, Glance, Inbenta
- SFDC Administrator Certification (Advanced SFDC Administrator Certification and Salesforce Developer 1 a plus)
- Direct experience working in CXone Studio with inScript
- Experience working with and integration of Customer Support AI Tools (e.g. Chatbots, Agent Assist, Conversational AI etc...) into Customer Support workflows
- Excellent communication skills with ability to adapt verbal and written communication styles for both non-technical and technical audiences.
- Strong knowledge, skills, and abilities around the Salesforce platform and declarative Salesforce configuration such as validation rules, process builder, flows, and object management, etc.
- Strong ability to lead discovery and document findings, processes, capture functional requirements, and create process flows.
- Strong analytical abilities with intense tenacity around complex problem solving.
- Develop and provide training to a variety of user audiences that have varying technical skill levels.
- Strong drive and work ethic coupled with consistent coachability.
- Curiosity and an eagerness to research, learn about, and develop expertise around processes, systems, and business concepts.
- Initiative to identify and take ownership of improvements to processes and systems.
- Presence, polished, and ability to establish credibility and influence with stakeholders at all levels.
DESIRED QUALIFICATIONS AND REQUIREMENTS:
- Implementation Experience & Expertise in CTI (specifically between InContact and Salesforce a plus)
- Expertise in Salesforce System Architecture
- Platform Developer SFDC Certifications a plus
- Familiarity Salesforce VSCode, Git, Gearset a plus
- Working knowledge of JavaScript a plus
- Working knowledge of integration tools, REST APIs
- Familiarity with more advanced Salesforce configuration such as VisualForce, Lightning Web Components, and Apex.
- Familiarity with integration platforms, middleware, IPaaS (MuleSoft, AWS)
- Familiarity with CI/CD Frameworks a plus.
- Experience managing data security, audits, compliance and risk mitigation (SOX, HIPAA, PII, CCPA, GDPR)
