Job Description

The legends in customer success.

In Customer Operations, we turn onboarding into ongoing relationships. We offer 24/7 support and represent customers across every business department. We always deliver value and delight, so we build customer loyalty for life.
Mimecast is currently seeking a Business Systems Analyst to join the fast\xe2\x80\x90paced Digital Business Innovation team, focused on Customer Operations. The team is responsible for global COPS business applications and technology, improving business efficiencies and supporting business transformation initiatives for our Customer Support & Success teams. This role will focus on supporting key projects, ongoing Business As usual enhancements, and analysis/investigation of complex support issues.

Requirements

• Collaborating with business partners to document current processes across the spectrum of systems and solutions, identifying gaps and opportunities for optimization.
• Analyzing new business requirements and collaborating with Salesforce Architects to recommend approaches for implementing new solutions.
• Assisting with investigations/analysis of complex support escalations
• Breaking down high-level business problems into specific questions which can then be answered through analysis
• Authoring key documents, including Business Requirements, Business Process Flows, Use cases, Training Guides, and various other documents.
• Developing smart, compelling dashboards and reports to track KPI\xe2\x80\x99s, identify trends, and monitor the business.
• Presenting information clearly so that insights can be used to help drive business strategy and technology projects.
• Working with limited direction and supervision, usually within a complex and changing environment, to drive delivery of solutions and meet project deadlines.

Essential Skills and Experience:

• Experience of Salesforce/Service cloud is essential - The successful candidate will be heavily relied upon for investigations, business requirements analysis and to provide recommendations across Salesforce, ServiceCloud and ExperienceCloud to support our business systems strategy and roadmap deliverables.
• 3+ years of experience in Business Systems Analyst, or Business Consultant role, preferably with a cloud-based application focus. Experience as a Salesforce system admin a plus.
• Experience with WFM platforms (Verint) and/or Five9 a plus
• Knowledge or experience of working with Customer Support and Customer Success orgs a plus
• The Business Analyst is a hands-on critical member that will work closely with the business owners to drive improved business process efficiency.
• The role requires a high degree of internal interaction at all levels within the organization and as such, the candidate must have superior interpersonal, communication and influencing skills, coupled with an excellent understanding of business processes and systems.

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Why Mimecast?

We\xe2\x80\x99re fast thinking. We go big to reach our cyberattack-disrupting goals. And we do what we need to protect the world of business from getting important (and potentially compromising) data stolen. We never leave anyone behind. We deliver quickly \xe2\x80\x93 and outstandingly. We\xe2\x80\x99re big on honesty because it makes us better. We\xe2\x80\x99re empowered by our mission. And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare. That\xe2\x80\x99s The Mimecast Way.

And the Mimecast way is also a hybrid-working way. We empower our people to balance their time between home and the office in a way that works best for them, their team, and our stakeholders.

Become a Mimecaster and put corporate data under your protection. Fill our teams with respect. And bring cybercrime-obstructing energy to your work. Be passionate. Be powerful. Be alive with purpose.

DEI Statement

Cybersecurity is a community effort. That\xe2\x80\x99s why we\xe2\x80\x99re committed to building an inclusive, diverse community that celebrates and welcomes everyone \xe2\x80\x93 unless they\xe2\x80\x99re a cybercriminal, of course.

We\xe2\x80\x99re proud to be an Equal Opportunity and Affirmative Action Employer, and we\xe2\x80\x99d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won\xe2\x80\x99t affect your application.

If you require any adjustments or accommodations due to a disability, or any other reason that may help you in your interview process, please let us know by emailing careers@mimecast.com.

Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.