Infor

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.