Description:
Diligent is the leading governance, risk and compliance (GRC) SaaS company, serving 1 million users from over 25,000 organizations around the world. Our software enables holistic and informed conversations about GRC and ESG to ensure CEOs, CFOs and the board have an integrated view of audit, risk, information security, ethics and compliance from across the organization.
As Business Systems Analyst, you will be responsible for strategic, cross-functional programs in Customer Support function, specifically focused on our "customer first" organization. In this role you will build trusted relationships with business partners and teams that result in aligned focus on delivering outcomes supported by a clear technology strategy and product roadmap. In this role, your business customers will look to you to provide all technical services and you will be responsible for designing and delivering the solutions to drive that success.
- Collaborate with cross functional teams and business stakeholders to understand objectives, provide support in developing technical solutions.
- Develops elegant and simple solutions.
- Support and resolve production problems/issues.
- Work independently to maintain subject matter expertise with Service Cloud/Experience Cloud
- Proactively performs extensive system testing to ensure that the systems work efficiently and are developed following the applicable development methodology.
- Drive a low code/ no code (Customizations) approach to align or help adopt business processes within the SaaS framework to provide agility, speed and scalability.
- Create and maintain detailed business documentation, use case and data flows.
- Automate process, eliminating redundancy, and improving efficiency without sacrificing end-user experience
- Work with outside consultants as needed.
- Bachelor or master's degree in Information Technology, Computer Science or related field.
- Salesforce certifications are a big plus.
- Experience in driving strong relationships and business partnerships. Business consulting experience preferred.
- Configure omnichannel/Chat Button/Queues, Email-to-case, Case Assignment rules update, Embedded Service Deployment Scripts, and Intelligent routing.
- Develop/Configure automation processes where necessary, using established design standards, core workflow principles that are scalable and simple to maintain.
- Ability to work with Salesforce Flows, Process Builder, Visualforce pages, Lightning app builder
- Experience with implementing Salesforce communities & Experience cloud
- Experience working with 3rd party vendors and assess appropriate next generation technology recommendations.
- Demonstrated experience leading and delivering complex, enterprise-wide projects.
- Strong quantitative and analytical skills.
- Excellent business requirements definition skills; proof of impact absolutely required.
- A passion for problem solving.
- Proven success and complete comfort working for high growth, fast-paced, rapidly changing, team-oriented environments.
- Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
- We care about our people. Diligent offers a flexible work environment, competitive vacation policy and meeting-free days across the company. We care about our team's health and wellness and even offer a quarterly health club reimbursement!
- We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, and Sydney.
- Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.
Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.
Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.