What are the responsibilities and job description for the Business Analyst, Support position at Cloudflare?
At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world's largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine's Top Company Cultures list and ranked among the World's Most Innovative Companies by Fast Company.
We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!
Position Locations: Austin, TX | Lisbon, Portugal | London, UK
Cloudflare is seeking an organized, self-motivated Business Analyst to understand business needs and translate them into areas for improvement. You will be responsible for prioritizing initiatives based on business impact, developing requirements, ensuring solutions align with business goals, and owning communications and enablement that will ensure the business is ready to adopt new processes. In this role you will have the opportunity to directly impact the productivity of our Support team (and in turn, thousands of customers that we work with every week) by driving the implementation of new system functionality and enhancements in Salesforce Service Cloud.
This job involves managing multiple stakeholders and accommodating teams dispersed across multiple time zones.
The ideal candidate is comfortable working in a fast-paced environment, is empathetic, flexible, iterative, curious, and enjoys collaborating cross-functionally to achieve a common goal.
This position will be based in Austin, Texas; London, UK; or Lisbon, Portugal. You will be reporting into the Support Operations team.
Major areas of responsibilities
- Serves as business partner and trusted advisor for Customer Support. Collects, understands, and synthesizes user feedback as well as strategic business priorities. Has deep understanding of business stakeholder group.
- Stack ranks priorities that reflect the stakeholder group's needs. Provides input on Salesforce Service Cloud roadmap.
- Facilitates conflict resolution with decision-makers by providing full analysis of options, pros and cons and a documented log of the decisions.
- Drives effective discovery sessions to capture as-is and to-be process flows in a consistent and reusable format.
- Deep familiarity of core systems, processes and all related system capabilities leveraged by stakeholders.
- Collaborates with developers to test and verify that the solution meets the business requirements.
- Ensures the relevant parts of the business are ready for each release that impacts them. Leads and / or organizes necessary meetings to deliver system demos, perform user acceptance testing, and end user training.
- Documents releases in an easy to understand way. Thoroughly communicates updates to business stakeholders.
Desirable skills and knowledge
- Bachelor's degree in Business Administration, Computer Science, Information Systems, or a related field.
- Ability to analyze complex business problems and identify effective solutions.
- Comfortable working in a fast-paced environment with multiple concurrent priorities.
- Excellent communication skills (written and verbal) and attention to detail.
- Excels at building relationships and communicating with all types of stakeholders, from VPs to developers to Customer Support Engineers.
- Direct experience or knowledge of Customer Support team is a plus.
- Experience with Salesforce Service Cloud a plus.
What Makes Cloudflare Special?
We're not just a highly ambitious, large-scale technology company. We're a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.
Project Galileo: We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare's enterprise customers-at no cost.
Athenian Project: We created Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration.
1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here's the deal - we don't store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.
Sound like something you'd like to be a part of? We'd love to hear from you!
This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.
Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.
Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.
