What are the responsibilities and job description for the Business Systems Analyst position at The Custom Group of Companies?
The Sales Operations Technology and Enablement team operates at the intersection of technology and business, delivering scalable, user-centered solutions that support our commercial strategy and customer engagement. As a Business Systems Analyst, you will play a key role in supporting, enhancing, and optimizing the systems that power Sales Operations, including CRM platforms, customer portals, and integrated tools across the sales technology stack.
This role offers the opportunity to work on a variety of systems—especially Salesforce and Salesforce Experience Cloud—and to support the day-to-day needs of business stakeholders and end users. You will help identify opportunities for improvement, translate business needs into system enhancements, and ensure the tools we deliver are aligned with user expectations and company goals.
Responsibilities:
- Application & User Support:
- Provide frontline support for Sales Operations systems, including Salesforce and other commercial tools. Investigate and resolve user-reported issues, coordinate with technical teams, and contribute to ongoing system stability and performance.
- Business Process & System Analysis:
- Evaluate current business processes and workflows to identify areas for system enhancement and process efficiency. Act as a connector between business stakeholders and system administrators or developers.
- Requirements Gathering & Documentation:
- Collect and analyze business needs and translate them into clear, actionable requirements. Create documentation such as process flows, user stories, test cases, and training materials to support project and enhancement delivery.
- System Testing & Quality Assurance:
- Assist with testing new functionality, system upgrades, and bug fixes to ensure solutions meet requirements and are user-ready. Participate in UAT and contribute to release readiness efforts.
- User Training & Communication:
- Support user enablement by creating training content, hosting sessions, and communicating system updates. Help promote adoption of system features and reinforce best practices.
- Reporting & Insights:
- Build or support the creation of reports and dashboards that provide visibility into system usage, adoption, and performance. Help business teams leverage data to improve operations.
- Cross-Functional Collaboration:
- Work closely with Sales Operations, Marketing, Customer Experience, IT, and other stakeholders to deliver technology solutions that drive efficiency, accuracy, and business insight.
- Continuous Improvement & Innovation:
- Stay informed of new platform capabilities, best practices, and business needs to help identify opportunities for improvement and innovation across supported systems.
Qualifications:
- Familiarity with Salesforce CRM (Sales Cloud, Service Cloud, Experience Cloud) or other enterprise platforms
- Proven experience translating business needs into functional requirements and documentation
- Ability to investigate and resolve system issues with a methodical and user-focused approach
- Comfortable working with cross-functional teams and managing communication across business and technical audiences
- Strong organizational skills and attention to detail; able to manage multiple priorities and meet deadlines
- Proficient in tools such as Excel, PowerPoint, Lucidchart, Jira, or similar platforms for documentation and collaboration
- Strong communication and interpersonal skills; ability to build trust with stakeholders and explain technical concepts in plain language
- Proactive, curious, and driven to continuously learn and improve processes, tools, and user experience
- A unique mix of skills, including business acumen, and strong time management
- A natural problem solver with a strong aptitude to learn
- Ability to meet deadlines, handle and prioritize simultaneous requests
- Strong meeting facilitation skills
Education/Experience:
- Bachelor's degree in Business, Information Systems, Operations, or a related field
- Experience working with or supporting CRM systems, customer portals, or sales enablement tools
- Exposure to or experience working with Salesforce (admin, reporting, or user support) is strongly preferred
- Experience in Agile/Scrum or waterfall methodologies, including eliciting/documenting user stories/acceptance criteria, managing the Product Backlog, leading daily Stand-Ups, and hosting Sprint Reviews.
- Developing knowledge of emerging technologies
- Previous Manufacturing experience is a plus
- Previous Industry experience is a plus
- 3-5 years experience in systems analysis and design with a proven record of successful project implementations
