Business Systems Engineer
hace 2 meses
We're revolutionizing the fitness & wellness industry, and we're looking for talented people to help us do it. Mindbody + ClassPass bring together the best of both sides of the market: Mindbody is the industry's most trusted all-in-one technology platform; ClassPass is one of the most popular apps for fitness & self-care enthusiasts. Together we're partnering with more than 70,000 fitness studios, gyms, salons, and spas around the world. We're not just another tech company—we're far and away the leader of our industry. So join the team, work with mission-led people, and enjoy amazing benefits. Let's see what we can accomplish together
**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.
**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.
- 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
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