Staff Business Analyst - Service Cloud

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 

Our Information Technology teams help to support and scale our great company. Whether striving to grow our workforce, nurture an amazing culture and work environment, support our financial and legal operations, or maintain our global infrastructure, the IT team provides a foundation for growth. Put your passion and expertise to work with the world's cloud security leader.

We are looking for a 'solution-minded' business systems analyst who will deliver important projects to lead our top-line growth. The main responsibility of this position will be to work with our partners and lead implementation, enhancements and support Salesforce Service Cloud processes and automation. You will be reporting to Manager, GCS Applications, working as an individual contributor. You'll be responsible for:

• Work with Customer Support partners, to define the process and systems roadmap, strategies, prioritization, and Annual Operating Plan.
• Map functional requirements to Salesforce Service Cloud and Sales Cloud features and provide Proof of Concept (PoC)
• Evaluate information gathered from multiple sources, reconcile inconsistency and break down high-level information into details.
• Work with development team to deliver important enhancements by directly making configuration changes in Salesforce or developing the requirements / design specifications and delivering it to our internal development team for completion.
• Identify test criteria and help testing new functionality and enhancements.
• Configure users, profiles, role creation/maintenance, custom and formula fields, validation rules, page layouts and list views, case assignment/auto response/Service level agreement tracking and escalations, workflows, approvals and process builder.

• Minimum of 8 years of experience as a business systems analyst on the Salesforce platform.
• 5 years experience as a business analyst and administrator for Salesforce Service Cloud Knowledge and hands-on with one of the CCaaS (Contact Centre As a Service) platform (Genesys) and its integration with CRM (Salesforce)
• Knowledge of E2E Customer Support processes for a business-critical SaaS technology company and experience working in an Agile Scrum model.

• Learn and understand new technologies especially AI related
• Analytical and investigative skills.
• Conduct research into software related issues and products.
• Have one or more Salesforce certifications preferable

At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to DEIB, visit the Corporate Responsibility page of our website.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Multiple health plans
• A flexible time off policy
• Hybrid Working Model
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

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By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status or any other characteristics protected by federal, state, or local laws.

See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules. For additional information about the federal requirements, click here.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.