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Business Systems Analyst (Customer Success)

Date: Mar 11, 2023

Location: Dhaka, BD, 1213 BD

Company: Optimizely

Optimizely is focused on unlocking the boundless potential of our clients and employees. We are a category leader in Digital Experience Platform (DXP) and have the pleasure of serving over 9,000 brands, from global organizations such as Visa, Sky, Yamaha, and Wall Street Journal to tech innovators like Atlassian DocuSign, FitBit, and Zillow.  

Optimizely fosters an inclusive and diverse culture with a global team of 1500+ people spread across the US, Europe, Dubai, Australia, Singapore, Bangladesh, and Vietnam. Our unique work environment focuses on flexibility, trust, teamwork, diversity, and moving fast.

We genuinely believe that our people make all the difference, and once we find the best talent, we go out of our way to nurture them.  If you are looking to work on the next generation of digital technologies in a fast-paced and growing environment with industry leaders, Optimizely is the place for you! 


Optimizely is seeking a Business Systems Analyst to join our IT in partnership with the Project Management Office on projects related to Customer Success.

This position will be responsible for gathering requirements, providing insight, designing documentation, and working cross-functionally to implement and maintain our enterprise systems stack.

Applicants should be familiar with the following systems and how they function/interact: Gainsight, Salesforce and peripheral systems.

Job Responsibilities

  • Gather requirements for projects related to enterprise systems, integrations, processes, and operations
  • Create and maintain documentation in partnership with the Enterprise Architect on enterprise systems and integrations
  • Create and maintain documentation in partnership with cross-departmental teams related to process and operations
  • Develop User Acceptance Testing scenarios, Identify test criteria, and test new functionality/enhancements
  • Facilitate discussions with business owners in working sessions to understand requirements, find common ground, and evaluate acceptable solutions
  • Identify gaps in process, operations, and systems
  • Work with IT Infrastructure, enterprise system subject matter experts, and other resources to review technical designs and project plans for fit and purpose
  • Understand what processes and business drivers the enterprise systems support in each organization and cross-functionally
  • Understand the data flows between systems
  • Develop and maintain trust cross-departmentally

Knowledge and Experience

  • 3 year or more years’ experience with enterprise architecture (ex: CRMs) and the software that tech companies use on the “office” side (for example: third-party connectors, data enrichment tools) 

Behavioral Expectations

  • Ability to identify work that supports company objectives and maintain focus on business outcomes
  • Clear communication of risk and impact when making change
  • Hands-on system work when needed (most system work is done by system admins)
  • Solve problems with a LEAN, pragmatic, and iterative design philosophy
  • You teach yourself new skills and systems
  • Continuous improvement: self, systems, processes
  • Ability to balance fixes and improvements
  • Self-managed backlog and daily workload
  • Honesty when things go wrong (they will), and a plan to prevent the same thing from happening again
  • Problem-solving mindset (we don’t look to blame, but to prevent future mistakes)
  • You create your own experiments to find solutions or answer questions or your do research to find answers
  • Transparent communication: status of work in flight, creating documentation of current state, educational tidbit sharing
  • Maintain intellectual and emotional curiosity
  • Self-managed work/personal life balance
  • Diplomacy, negotiation, and development of complex relationships
  • Strong communication skills - verbal, written, and listening
  • Fair, objective, and data-driven in decision making

Bonus Experience

  • Related educational degree or certificates
  • System Administration
  • ITIL Service Delivery; Agile methodology certifications
  • Public presentations of your work: speaking at conferences, articles published, book author
  • Gainsight certifications

Working Conditions

  • Normal office environment subject to stressful situations
  • You set your regular “working hours” which can be flexible
  • Remote or office (if you live near an Optimizely office you will be provided access if desired)

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.