Business Analyst, Senior

rding, 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