Sr. Business Systems Analyst - 11086

Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins.

Why join Coupa?

• Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend.
• Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence.
• Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other.

Learn more on Life at Coupa blog and hear from our employees about their experiences working at Coupa.

The Impact of a Sr Business Systems Analyst - Services & Support at Coupa:

We are seeking a Sr Business Systems Analyst specializing in Salesforce Service Cloud and Professional Services Automation (PSA) to optimize our service delivery and post-sales operations. This role is pivotal in bridging the gap between our Customer Success, Professional Services, and Finance departments.

You will be responsible for gathering requirements, designing scalable processes, and ensuring that our PSA tool and Service Cloud environment provide a 360-degree view of the customer journey from project kickoff to ongoing support.

What You'll Do:

• Requirements Discovery & Process Design:
• Lead discovery sessions with Customer Success and Professional Services stakeholders to document business requirements and "as-is/to-be" workflows.
• Translate complex business needs into detailed user stories, functional specifications, and process flow diagrams.
• Design solutions that balance "out-of-the-box" Salesforce functionality with necessary custom builds.
• PSA & Service Cloud Optimization:
• PSA Management: Optimize project setup, resource management, time/expense tracking, and project accounting (revenue recognition) within the PSA tool.
• Service Excellence: Enhance Service Cloud features including Case Management, Knowledge Base, Omni-Channel routing, and Service Level Agreements (SLAs).
• Cross-Platform Alignment: Ensure seamless data flow between Service Cloud/PSA and our Zuora Billing platform for accurate usage-based billing and renewals.
• Data Integrity & Insights:
• Develop and maintain executive dashboards and reports to track key performance indicators (KPIs) such as Resource Utilization, Project Margin, CSAT, and Time-to-Resolution.
• Conduct User Acceptance Testing (UAT) and manage the end-to-end QA process for new feature releases.
• Own the Services & Support systems backlog, balancing strategic initiatives, technical debt, and operational requests.
• Partner with Product Owners and Developers to manage release readiness, go-live execution, and post-deployment validation.
• Act as the "Source of Truth" for service data, performing regular audits to ensure data hygiene.
• AI Capabilities:
• Agentforce Implementation: Act as the functional lead for Salesforce Agentforce, designing AI agents that can autonomously handle Tier-1 support cases or project updates.
• Predictive Resource Management: Use AI to analyze historical project data to forecast resource needs, identify skill gaps, and predict project margin leakage before it occurs.
• Generative Documentation: Implement AI tools (like Einstein for Service) to automatically generate case summaries, knowledge articles, and project status reports.
• Sentiment & Intent Analysis: Configure Service Cloud AI to identify customer sentiment and intent, ensuring high-priority or at-risk professional services clients are routed to the right experts immediately.

• Experience: 5-7 years as a Business Analyst, with at least 3 years specifically focused on the Salesforce ecosystem.
• Domain Expertise: Deep understanding of the Professional Services lifecycle (Resource Management, Project Burn Rates) and Support operations.
• Hands-on experience with PSA tools (e.g., FinancialForce/Certinia, Open Air ...).
• Strong configuration skills in Salesforce Service Cloud and Experience Cloud.
• Proficiency in Jira, Confluence, and Lucidchart (or similar visualization tools).
• Soft Skills: Exceptional ability to "translate" between technical developers and non-technical business leaders.
• Experience with utilizing AI tools like agentforce and other GenAI tools to Optimize ServiceCloud and PSA processes