CRM Business System Analyst - Salesforce


Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 34,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.


 Job Description

As a CRM Business Systems Analyst (BSA) at Airbnb, you will collaborate with the CRM Business Systems team, business unit leads and subject matter experts to identify, prioritize, develop and support a portfolio of business applications built on the Salesforce platform.  Business stakeholders for China are located in Beijing, Singapore and San Francisco.

You will demonstrate:

  • a global mindset and ability to be the hinge between teams in multiple locations
  • strong problem-solving and analytical skills by recommending technology-based solutions while minimizing technical debt
  • technical knowledge of trade offs and complexities by providing level of effort estimates for sprint planning
  • understanding of when configuration, programming (Visualforce/Apex), or 3rd party solutions are appropriate
  • effective communication by making complex ideas understandable to technical and non technical stakeholders; using data when available
  • an understanding of business priorities and their impact on requirements and planning
  • presence to facilitate decision-making and secure necessary resources and buy-in
  • influence to foster productive cross-team collaboration


  • Engage directly with business units to;
    • identify system needs for accomplishing business goals,
    • author concise yet effective business requirements,
    • create process maps and wireframes,
    • evaluate solutions,
    • assist with prioritization,
    • manage delivery and quality assurance,
    • provide training and documentation
  • Own execution of declarative configuration and maintenance in Salesforce (ie, reports, page layouts)
  • Provide user administration support like granting access and addressing general usability questions
  • Monitor and respond to feature and support requests
  • Verify and conduct regression testing of functionality before release to users
  • Participate in daily scrum meetings to report progress and address obstacles
  • Provide support coverage during business stakeholders business hours


  • 8+ years Salesforce administration experience
  • Salesforce Certifications required
  • An understanding of SQL and database relational models
  • BS in Computer Science, Engineering, Information Systems and/or equivalent formal training or experience
  • At minimum full professional proficiency in Mandarin and English
  • Experience successfully collaborating with remote stakeholders
  • At least 50% travel is required for this position between our Beijing and San Francisco offices
  • Adept at working independently while staying in sync with team and stakeholders
  • Project management skills; comfortable managing multiple initiatives
  • Experience working in an agile environment and using Atlassian tools a plus

Meet Some of Airbnb's Employees

Amy W.

Front-End Engineer & Designer

From designing features to executing front-end tech, Amy makes sure the Airbnb user experience is smooth and seamless—and enjoyable.

Rebecca S.

User Experience

Rebecca brings a human-centered design process to Airbnb. She’s the one who figures out and implements the tweaks—often small!—that make users love their experience all the more.

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