Senior Business Analyst - Customer Experience

Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization.

Bullhorn is a fast-paced and dynamic environment where hard work and outstanding results are rewarded and celebrated. We value those that exhibit an eagerness to learn and a strong natural desire for continuous improvement and we encourage team members to stretch themselves, acknowledge challenges and learn from them. With a strong focus on growth, we provide ample opportunities for career development and prioritize promoting from within. We believe that leaders should care deeply about the development of their employees at all levels, emphasizing emotional intelligence and accountability. Our leaders collaborate closely to ensure the success of their teams, and we work together to achieve shared goals, creating a challenging and rewarding workplace for everyone.

About the Role

Reporting to the VP, Enterprise Applications, the Senior Salesforce Business Analyst will be responsible for improving Bullhorn’s Customer Experience business processes within our Enterprise Salesforce platform and integrated applications. This individual will serve as a key liaison between business stakeholders and technical teams, to ensure that our Salesforce solutions align with strategic initiatives and operational needs. 

A typical day will include

• Meeting with internal business stakeholders and project team members to collaborate on and document requirements for enterprise level business system solutions across the customer experience (Customer Support, Customer Success, Professional Services) applications environment.

• Serving as the technical expert and business advocate across operations teams, developers, and software vendors.

• Facilitating discovery sessions to gather functional and non-functional requirements,  documenting user stories, establishing acceptance criteria, and maintaining technical documentation for assigned operational changes and projects. 

• Defining solutions with the Salesforce development team and other Business Analysts to coordinate processes improvements and increase efficiency of internal workflows/applications.

• Creating test plans and coordinating user acceptance testing (UAT) to ensure solution quality and alignment with business requirements

• Partnering with an internal Project Manager to lead enterprise projects and operational enhancements to Salesforce Service Cloud, Experience Cloud, and Agentforce.

This role is a fit for you if

• You have 5+ years of demonstrated business analysis experience with progressive responsibility in Salesforce Customer Experience projects 

• You have demonstrated experience solutioning/designing data integrations and transformations across SaaS systems (Salesforce System Admin Certification and/or Salesforce Business Analyst Certification preferred).

• You have 3+ years Experience with Salesforce Service Cloud and Experience Cloud

• You have working knowledge of implementing Customer Experience processes.

• Experience in process redesign for Customer Support, Customer Success and Professional Services processes across a SaaS first system architecture.

• You are confident eliciting requirements, facilitating discovery discussions and communicating with varied audiences in a leadership role, as well as translating the business needs into technical requirements. 

• You enjoy problem solving, documenting solutions, building consensus across teams and developing strong working relationships with your team and stakeholders.

• You have a fundamental understanding of data systems and relational databases.

• You thrive in a fast-paced environment, balancing and prioritizing the needs of various stakeholder groups.

Bonus Points for

• Salesforce Service Cloud Consultant

• Experience with Agentforce or similar AI tools 

The annual base salary range for this position is $96,700 - $126,800. In addition, this role is eligible for an annual target bonus & a comprehensive benefits package.
 

Compensation and Transparency Statement

The posted range represents the good-faith estimate of what we expect to pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Actual pay within the range will be based on factors such as, but not limited to, experience, skills, qualifications, geographic location, internal equity, and business or organizational needs and affordability. In accordance with state and local pay transparency laws we disclose salary ranges in all job postings and provide additional information upon request.

What we offer...

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more

• Unlimited Planned Paid Time Off

• Global Mental Health Support

• On-Demand Learning & Development

• Quarterly paid volunteer days

• Lucrative Employee Referral Program (eligible for prior to your first day)

• Company-wide mentor program

Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization.

We are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table.  If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.