Systems & Business Analyst, Client Operations

About the role

The Systems & Business Analyst, Client Operations role is within Client Operations, close to the teams doing the work. This role involves defining how the work should run and building toward it. You will become the expert in how Support, Customer Success, and Operations actually work, then turn that into clear requirements and well-scoped projects mapped to business goals.

Responsibilities

• Discovery, requirements, and business immersion: In team meetings, learning workflows, writing specs, pushing back on requests that aren't ready.
• Light system work and ownership: Light Salesforce configuration within the published data model (reports, dashboards, simple flows, field updates), triage, and roadmap ownership for your pod's non-Salesforce tools (Zoom Contact Center, Calendly, Zapier, etc).
• Solutioning with your pod: Deciding together whether a fix is a Salesforce change, an automation, or an AI agent. You own the workflow context and requirements, build the light pieces, and partner on the AI-led pieces.
• Non-Salesforce systems: Owning the roadmap and prioritization for your pod's tools, like Zoom Contact Center, Calendly, and Zapier.
• Systems enablement: Onboarding, refreshers, and adoption for your function, and getting people using the systems well.

Requirements

• 6+ years in a business analyst, ops, or systems role, ideally high-volume, with the seniority to hold your ground with senior leaders.
• High Salesforce fluency, specifically experience building in the platform. Admin certification preferred.
• Evidence you build beyond a CRM: an automation, an AI agent, a scripting habit, an integration. You treat Salesforce as one system among several.
• Strong discovery instincts: Interview stakeholders, observe workflows, and don't take a doc at face value. Get productive in an unfamiliar system or domain quickly, and don't wait for a map.
• Real project management: Own timelines, surface risk early, and keep everyone aligned when they all think their thing is top priority.
• Clear, direct communication: Tell a senior leader their requirement isn't ready and explain why.
• An AI-first, automation-first mindset with disciplined judgment.

Qualifications

• High agency: Decide what needs doing and drive it to shipped without waiting to be told.
• Benefits:
• Unlimited Paid Time Off
• Work from anywhere in Canada and USA
• Health and Dental benefits
• Up to $1,500 USD/ $2,025 CAD towards IT set up for your home
• Up to 2% matching RRSP / 401K
• Learning and Development opportunities
• Up to $50 USD/ $67.50 CAD towards Internet/Cell phone service

Benefits

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