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Sr Business Technology Analyst, Service & Support



IT, Customer Service
Posted on Thursday, July 4, 2024
About Bazaarvoice
At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.
The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.
Our brand promise : closing the gap between brands and consumers.
Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.
It’s official: Bazaarvoice is a Great Place to Work in the US , Australia, India, Lithuania, France, Germany and the UK!
The Senior Business Technology Analyst – Services & Support role is part of the Business Technology and Operations team (IT Product Management) and works closely with business teams and stakeholders to help define and architect enterprise level solutions within the Certinia Professional Services Cloud (Financial Force)/ This individual will own the design and implementation of the Certinia PSA platform, Salesforce Service Cloud and Experience Cloud. They will be supporting our content activation, professional services, and support organizations; to continuously improve our customer experience. The successful candidate will have a deep understanding of the Certinia PSA platform as well as administration, to provide strong leadership on business requirements gathering and technical solution design.

What you'll be doing:

  • Lead the implementation of solutions in Certinia PSA, providing both oversight and hands-on contributions to the design, development, and integration.
  • In-depth experience in designing and administering Certinia PSA Cloud and Salesforce
  • Working knowledge of integrating Salesforce and Certinia platforms with other applications using workflow automation (Workato)
  • Hands-on experience with Salesforce Service and Experience Cloud features and functionality
  • Familiarity with quote-to-cash and ERP business systems and processes
  • Understanding of complex technical environments with legacy infrastructure, with a vision and plan for future iterations and strategic improvement over time
  • Working knowledge in all stages of the software development life cycle: requirements gathering, design, development, testing and implementation
  • Serve as a trusted thought partner and advisor to business stakeholders, leading discovery sessions to understand business processes, prioritize requirements, and translate into solution design.
  • Ability to translate functional requirements to systems and technical design.
  • Act as liaison between business stakeholders and technical resources
  • Assist with project management, planning, and coordination of project activities.
  • Lead the defining of project deliverables, with an emphasis on operational efficiencies enabled by optimizing business processes and technical design

Who you are:

  • A bachelor’s degree or 8 years of equivalent experience
  • 4+ years’ experience with FinancialForce (Certinia)
  • Expert level understanding of Certinia PSA Cloud
  • Hands-on administrative experience with Salesforce implementations.
  • Exceptionally collaborative, flexible, and adaptable when working with customers and various teams.
  • Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
  • Strong organization and interpersonal skills
  • Strong analytical skills with the ability to troubleshoot complex technical issues.
  • Curious in nature, with a consultant’s approach to requirements gathering.

Extra points!

  • Certinia PSA Cloud Certified
  • Salesforce Consultant and/or Administration Certifications
  • Salesforce Service Cloud Certification
  • Salesforce Experience Cloud Consultant Certification
  • Salesforce CPQ experience
  • Netsuite ERP or Revenue Recognition systems knowledge
  • Prior consulting experience
Why join Bazaarvoice?
Customer is key
We see our own success through our customers’ outcomes.
We approach every situation with a customer first mindset.
Transparency & Integrity Builds Trust
We believe in the power of authentic feedback because it’s in our DNA.
We do the right thing when faced with hard choices. Transparency and trust accelerate our collective performance.
Passionate Pursuit of Performance
Our energy is contagious, because we hire for passion, drive & curiosity.
We love what we do, and because we’re laser focused on our mission.
Innovation over Imitation
We seek to innovate as we are not content with the status quo.
We embrace agility and experimentation as an advantage.
Stronger Together
We bring our whole selves to the mission and find value in diverse perspectives.
We champion what’s best for Bazaarvoice before individuals or teams.
As a stronger company we build a stronger community.
Commitment to diversity and inclusion
Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.