Business System Analyst

Job Title: Business Systems Analyst

Your opportunity:

New Relic is looking for an experienced Business Systems Analyst to play an essential role in supporting our Global Technical Services organization (GTS). The primary focus of the role will be supporting ongoing strategic initiatives, systems enhancements, change requests, and permission requests while contributing to testing and change management in preparation for production releases in Salesforce.

The Business Systems Analyst will be part of the GTS Enterprise Systems team at New Relic, working side by side with the Program Manager, other Business Systems Analysts, and development teams to deliver high-quality solutions.

As the Business Systems Analyst, you will handle enterprise aspects of our Salesforce Service Cloud platform. To be successful, you'll need a deep understanding of Global Tech Support business processes and translate them into Service Cloud systems requirements, build effective solutions, and ensure the full adoption of the Service Cloud platform and integrations.

What you'll do:

• Collaborate with Program Managers to translate business needs into clear user stories, acceptance criteria, and build-ready specifications for engineering teams.
• Create visual system and process documentation such as wikis, flows, and wireframes to support all requirements.
• Partner with Engineering teams to scope and implement new Salesforce features, ensuring alignment with business objectives and technical best practices.
• Own the end-to-end testing lifecycle, including User Acceptance Testing (UAT), to ensure the quality and stability of all system enhancements prior to deployment.
• Design and implement performance metrics and reporting dashboards to track project ROI, system adoption, and the impact of build iterations.
• Drive change management and user enablement strategies, creating documentation and training resources to maximize platform adoption across the organization.
• Provide internal system support for Salesforce platforms, managing incoming requests and resolving operational issues to minimize downtime.
• Perform system administration, including user management, data hygiene, and configuration updates, to maintain optimal platform health and data integrity.
• Manage third-party integrations (e.g., Sharefile, EzProtect, AWS Connect), ensuring seamless interoperability and consistent performance within the Salesforce ecosystem.

Requirements for this role include:

• 4+ years of professional experience in a Business Analyst, Systems Analyst, or equivalent role
• 3+ years of hands-on expertise with Salesforce platforms, including Service Cloud, Experience Cloud, Sales Cloud, and Agentforce
• At least 2 years of project management or analysis-focused experience is highly preferred
• Deep business acumen regarding Technical Services and Support operations
• Proven capability in drafting comprehensive requirements, user stories, functional specifications, and business process documentation
• Exceptional skills in communication, critical thinking, problem-solving, collaboration, and stakeholder management
• Demonstrated capability to articulate technical issues clearly and resolve problems across all organizational tiers
• Highly proficient at managing and balancing competing priorities effectively
• Practical experience working with Jira and participating in scrum events

Bonus points if you have:

• Salesforce Certified Business Analyst or other Salesforce certification preferred
• Experience building Salesforce testing automations
• Familiarity with Revenue Operations team structures and processes
• Familiarity with support entitlement structures