Business Systems Analyst

job summary:

This Business Systems Analyst role is a high-volume, Tier 1 operational support position focused on maintaining the Salesforce ecosystem for Executive Education. You will act as the primary point of contact for troubleshooting user access, managing complex data integrity tasks like bulk uploads and record merges, and triaging incoming requests across 11 different departments. The ideal candidate brings 4-6 years of hands-on Salesforce experience, possesses strong analytical skills for resolving system discrepancies, and can communicate effectively with stakeholders in a fast-paced academic environment. Your primary objective is to maintain daily service continuity by resolving technical issues and executing controlled data updates across the functional areas of Marketing, Admissions, and Finance.

location: Telecommute

job type: Contract

work hours: 9am to 5pm

education: Bachelors



responsibilities:

The Business Systems Analyst will work within the day-to-day Operational team and across a broader matrixed EEIT team environment to provide immediate, advanced operational support for Tier 1 cases ensuring business-critical work continues with little disruption. EEIT supports the Salesforce ecosystem services across 11 Harvard Business School Executive Education departments, including Marketing and Sales, Admissions, Finance, Operations, and Program Delivery, among others. The Business System Analyst's primary focus is on maintaining service reliability, daily operations, and ensuring the timely resolution of high-volume support requests across these functional areas.

Key Responsibilities

Tier 1 Operational Support (Primary Focus)

• Provide day-to-day Tier 1 support for Salesforce and Learning Communities
• Troubleshoot and resolve issues related to user access, roles, and permissions
• Troubleshoot and resolve issues related to participant, faculty, guest, and staff records
• Troubleshoot and resolve issues related to data discrepancies, configuration issues, and system behavior
• Own cases from intake through resolution, ensuring clear documentation and communication

Case Intake, Triage and Escalation

• Manage incoming EEIT cases to ensure timely triage and prioritization
• Apply defined criteria to route higher-complexity or cross-functional work to the Executive Education Release Team
• Support existing intake and escalation processes and help maintain operational consistency during the backfill period
• Flag trends, risks, or capacity issues to the Operations Manager, EEIT

Salesforce Data Management

• Perform advanced Salesforce data work, including data uploads and bulk updates
• Perform contact and participant merges
• Perform cleanup of duplicate, test, or erroneous records
• Use tools such as Dataloader.io to execute controlled data changes while maintaining data integrity

Reporting, Testing and Release Support

• Assist with Salesforce reporting and dashboards as needed
• Participate in testing and validation for fixes or release-related changes
• Support post-release verification to ensure operational readiness

Stakeholder Support

• Work directly with Executive Education staff and program teams to resolve issues quickly and accurately
• Provide clear, responsive customer service in a fast-paced, program-driven environment
• Escalate blockers or risks appropriately to EEIT leadership

Qualifications

• 4-6 years of experience in Salesforce operations, systems support, or business systems analysis
• Demonstrated advanced, hands-on Salesforce experience, including data management and bulk updates
• Demonstrated advanced, hands-on Salesforce experience, including permissions and role-based access
• Demonstrated advanced, hands-on Salesforce experience, including reporting and operational troubleshooting
• Proven ability to manage a high-volume case workload independently
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills

Preferred Experience

• Learning Management Systems or Learning Communities
• Dataloader.io
• Marketing Cloud
• Einstein Analytics
• Experience supporting higher education or Executive Education environments

qualifications:

Qualifications

- 4-6 years of experience in Salesforce operations, systems support, or business systems analysis

- Demonstrated advanced, hands-on Salesforce experience, including data management and bulk updates

- Demonstrated advanced, hands-on Salesforce experience, including permissions and role-based access

- Demonstrated advanced, hands-on Salesforce experience, including reporting and operational troubleshooting

- Proven ability to manage a high-volume case workload independently

- Strong analytical and problem-solving skills

Excellent written and verbal communication skills

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.


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