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Sr. Business System Analyst: 19-05430
Ref No.: 19-05430
Category: Business System / Financial / Business Analyst
Location: Sunnyvale, California
Primary Skills: Business System Analyst, Servicemax, CRM, ETL Tools
Duration: 06+ Months (Contract to Hire)
Contract Type: W2 Only

Job Description:
  • Reporting up to Sr. Manager CRM Solution Center, the Business System Analyst (BSA) will be responsible for serving as the primary BSA to the Field Service organization and be the subject matter expert (SME) for the CRM Servicemax Field Service Management (FSM) systems.
  • This position has significant impact ensuring that mission critical services and applications for Field Service and Support organization are provided in a timely and efficient manner. The BSA will have strong business acumen and command of our business processes and develop creative technology and systems solutions to meet critical business requirements. The BSA will serve as the primary liaison to the Field Service business leadership and provides single point of contact for collecting demand for IT services, end-user support and training for the Servicemax FSM system
  • Collaborate with the business analysts and business contacts to review and analyze requirements and create functional specifications in a fast paced global environment
  • Lead the implementation of technologies and ongoing enhancements to meet global business needs, including:
  • Identification of user requirements globally
  • Understand the "as is" environment and provide functional expertise and knowledge of the existing business practices
  • Act as the transforming agent to identify process improvement opportunities within the new Servicemax software application
  • Act as liaison between users and project team, and act as a mentor and liaison to other stakeholders and users within the Field Service team
  • Reconciliation of user requirements to the new system capabilities
  • Work with users to develop necessary processes or procedural changes to accommodate the software application as needed
  • Work with users to foster active participation in project and ownership of the new system
  • Maintain awareness of the rapidly changing technology environment and how new technologies can positively impact Field Service organization
  • Provide thought leadership and innovation cross organizationally
  • Identify process challenges and implement appropriate corrections or enhancements with associated training of the teams
  • Development and scheduling of training sessions either onsite or remotely via the web for initial and ongoing updates
  • Conduct solution testing and assist with user acceptance testing for implementation and enhancements
  • Work with users and management team to develop dashboards and reports to help Field Service team run their business
  • Facilitate coordination of Servicemax data and business processes with existing ERP, Sales, and Marketing ecosystem data to enhance reporting capabilities
  • BS Degree in business or technology related field
  • 5+ years of experience on a technology team with deep knowledge of Servicemax and other CRM systems preferable on platform
  • Solid understanding of Field Service business and information technology processes
  • Extensive hands-on administration and configuration of Servicemax FSM, Electronic Forms, CTI and Survey software desired
  • Working knowledge of Field Service processes and transactions in a global organization is required
  • Experience with APEX/Visualforce a big plus
  • Ability to configure standard and custom objects, rules, profiles, record types, etc.
  • Ability to lead and manage change through process development and improvement
  • Excellent business systems analysis, solution architecting, and project management skills
  • Ability to keep deadlines and demonstrate strong commitment to internal customers
  • Demonstrated ability to work in a high intensity, multi-task environment
  • Experience with Integration/ETL tools and calls centers is desirable
  • Exceptionally collaborative, flexible and adaptable when working with customers and various teams in IT.
To follow up with any questions, please contact Harsh at 408-512-2437
Akraya is an award-winning IT staffing firm and the staffing partner of choice for many leading companies across the US. We offer comprehensive benefits including Health Insurance (medical, dental, and vision), Cafeteria Plan (HSA, FSA, and dependent care), 401(k) (enrollment subject to eligibility), and Sick Pay (varies based on city and state laws).
If this position is not quite what you're looking for, visit and submit a copy of your resume. We will get to work finding you a job that is a better fit at one of our many amazing clients.
Akraya is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Akraya is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.