General information
Country India State Telangana City Hyderabad Job ID 45132 Department SaaSDescription & Requirements
Position Summary
We are seeking a highly skilled Senior Business Systems Analyst to join our team in CSX (Customer Success and Experience). As a Business Systems Analyst, Senior on the CS Operations Team at Infor, you will play a key role in driving operational efficiency and scalability within Customer Success. Your work will directly impact customer retention, system optimization, and the effectiveness of our CS strategy. You will collaborate with cross-functional stakeholders across CSX, IT, Product, and Data teams to enhance workflows, analyze processes, and support system improvements. This role is ideal for a problem-solver passionate about customer success technology and data-driven decision-making.
Essential Duties:
Key Responsibilities:
- Optimize Workflows & Systems: Identify gaps, inefficiencies, and automation opportunities within Customer Success and technology platforms.
- User Acceptance Testing (UAT): Facilitate UAT to validate and optimize system changes, ensuring they align with business objectives and user expectations.
- Drive Best Practices: Advocate for industry-leading CS technologies, automation, and process improvements.
- Support Change Management: Create documentation and training materials to ensure smooth adoption of new processes and tools in partnership with CS Enablement teams.
- Troubleshoot & Collaborate: Identify system issues and work with technical teams to implement solutions that enhance reliability and performance.
Basic Qualifications:
- Bachelor’s degree in Business Administration, Information Systems, or a related field.
- 5+ years of experience in a business analyst or CS operations role, preferably in SaaS or Enterprise Software.
- Strong analytical and problem-solving skills, with the ability to optimize processes and increase efficiency.
- Experience with system documentation, workflow mapping, and business process improvement.
- In-depth, hands-on experience with Gainsight, Salesforce, or other CS/CRM platforms.
- Knowledge of Customer Success KPIs, health scoring models, and engagement strategies.
- Proven ability to manage cross-functional projects in a fast-paced environment.
- Excellent communication skills, with the ability to translate complex business needs into technical requirements.
- Proficiency in Excel, SQL, or other data analysis tools.
Preferred Qualifications :
- Gainsight Associate Admin Certificate: Level 2 or higher.
- Knowledge of Lean, Six Sigma, or other process optimization methodologies.
- Experience with Agile project management tools (JIRA, ADO, etc.).
- Advanced data visualization skills (Tableau, Power BI, or similar tools).
- Experience in automation and AI-driven CS operations.
About Infor
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. For more information visit www.infor.com
Our Values
At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.
We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.
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