Senior Business Analyst (Salesforce)

Hungry, Humble, Honest, with Heart.

The Opportunity

Are you a highly analytical and detail-oriented individual with experience of supporting diverse business functions such as Customer Support, Case Management, Service Cloud, and cross-functional initiatives? If so, joining the Business Technologies team as a Business Systems Analyst would provide you with an exciting opportunity to contribute to the efficiency and functionality of our Support processes within Nutanix. As an integral member of the team, you will play a crucial role in increasing the productivity of our SRE team, driving rapid growth, and fostering a culture of innovation.

About the Team

The Business Technology team at Nutanix is a sizable and globally distributed organization, with team members across the US, and APAC. As part of this team, you will contribute to driving technology solutions that support and scale critical business functions across the company.

Our team partners closely with stakeholders to deliver innovative, efficient, and impactful solutions that enhance business operations and employee experiences. We foster a collaborative work environment, embrace emerging technologies, and continuously seek opportunities to improve processes and drive business value.

At Nutanix, you'll have the opportunity to work alongside a diverse and talented team, tackle meaningful challenges, and help shape the future of technology-enabled business transformation.

Your Role

• Evaluate & document business requirements and identify gaps, interdependencies, and conflicts with proposed solutions. 
• Provide solution design, create roadmaps, and develop an in-depth understanding of current and future processes.
• Continuously improve and optimize existing support processes and procedures to drive productivity.
• Anticipate, influence, coordinate, and manage all resources necessary to ensure successful implementation of assigned projects as per the plan and on schedule.
• Interact extensively with development teams to communicate business requirements and deliver efficient solutions in a timely manner, including cross-functional initiatives.
• Acting as a liaison between Biz tech and various stakeholders, leading end-to-end critical initiatives and collaborating with peers and cross-functional teams.
• Follow Agile and Jira processes for requirement management, backlog grooming, sprint planning, user story creation, and release tracking.
• Partner closely with QA automation teams to define test strategies, provide test cases, and ensure automated quality checks are integrated throughout the project delivery pipeline and release lifecycle.
• Contribute to scalable and data-driven solutions by leveraging Salesforce capabilities, reporting, and process automation opportunities.
• Demonstrate strong verbal and written communication skills with the ability to effectively collaborate with business stakeholders, engineering teams, and leadership across cross-functional initiatives.
• Utilize AI tools to improve BA productivity, streamline documentation, backlog management, and requirement analysis.

First Year Objectives:

• Develop and maintain relationships with key stakeholders. Facilitating communication and collaboration between different departments, streamlining support workflows, and fostering a cohesive working environment.
• Manage case queue to provide prompt support to end users, resolving issues and addressing questions.
• Serve as a functional expert in assigned areas of responsibility during your first year, assisting the team in continuous improvement requests to support business operations.
• Adopt PMO and SOX processes and ensure that design and architecture flow through end-to-end business processes.
• Optimize existing flows and ensure all designs are implemented with proper exception handling.

What You Will Bring

• You should have at least 8+ years of relevant experience with increasing levels of responsibility.
• Previous experience of participating in and leading project teams that identify, plan, and implement business process improvements is required.
• It is important that you have knowledge and experience of business systems.
• You must have a strong understanding of the Salesforce Service cloud.
• Ideally, you should have proven work experience in the Services domain with a focus on Service Cloud for 1-2 years.
• A Bachelor's or Master's Degree in related fields is required for this role.

Work Arrangement

Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.

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