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Business Systems Analyst

San Ramon, CA
  • Posted: over a month ago
  • Full-Time
Job Description

Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.

We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.

We are actively seeking a Business Systems Analyst to partner with the IT Business Partner to be the liaison between the IT Delivery team and Business, to gather business requirements, provide detailed analysis, facilitate discovery meetings, and determine and document functional specifications for the development, documentation, and testing of the Salesforce and related systems.

Key Responsibilities:

  • Analyze business requests and translate into functional specifications
  • Capture use cases, user stories and acceptance criteria for the new requests
  • Develop artifacts to illustrate process flows by using tools such as Lucid Chart, Visio, etc.
  • Facilitate backlog grooming and prioritization in partnership with Business Engagement Director
  • Provide demos and training to business partners to showcase solutions with business context
  • Work with business operations counterparts on any escalated incidents raised for any system issue, request, and inquiry
  • Develop and document deep business process/domain knowledge

Basic Qualifications:

  • Bachelor's degree in Business Systems, Computer Science, Business Administration, or equivalent experience
  • 2+ years experience as a Business Systems Analyst or related IT experience.
  • 2+ years experience as a Salesforce Service Cloud admin or equivalent
  • Experience in gathering business, functional, and testing requirements and use cases
  • Passionate about documentation and knowledge sharing
  • Proficient in Salesforce Service Cloud (Communities, Case Management, Knowledge, Financial Force, PSA)



Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer.

View our privacy policy here.


Our headquarters are located in the beautiful Bishop Ranch Business Park in San Ramon, CA.



San Ramon, CA



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