Make Your Mark:
We are seeking an experienced Lead Business Systems Analyst to lead the optimization of our business processes across Marketing, Salesforce CRM, Zuora CPQ, Customer Support, and Salesforce Communities. The ideal candidate will be skilled in managing the complexities of cross-functional impacts across these teams, serving as the key liaison between business stakeholders and IT to drive strategic solutions that transform our core business processes. The role also owns AI intake and enablement from a business perspective, and is hands-on in building and maintaining AI agents using Gemini Enterprise and Claude that give business teams no-code, low-code, and "vibe coding" ways to automate their own workflows.

You'll Get To:

• Drive optimization of business processes spanning internal systems to improve efficiency, scalability, and user experience across business stakeholders
• Serve as the primary business systems analyst and subject matter expert for Salesforce CRM, Zuora CPQ, Salesforce Service Cloud, Marketo, Planhat, and Salesforce Communities thoroughly understanding and effectively translating business requirements into actionable IT strategies and solutions.
• Collaborate with cross-functional teams, including Sales, Go-To-Market, Finance, Customer Success, and IT, to gather business requirements and translate them into functional specifications.
• Lead analysis, redesign, and implementation of business processes related to discovery sessions, process reviews, and gap analysis to identify areas of improvement and automation.
• Work closely with Salesforce administrators, developers, and external consultants to design, configure, and implement Salesforce solutions.
• Drive the integration of Zuora CPQ with Salesforce, ensuring seamless subscription management and billing processes.
• Support Salesforce Service Cloud initiatives, including case management, knowledge base enhancements, and case and service-related business processes.
• Enhance and maintain Salesforce Communities, ensuring a seamless customer and partner experience.
• Strong knowledge of Salesforce CRM, Zuora CPQ, Service Cloud, and Salesforce Communities
• Gather, document, and validate requirements from business counterparts, proposing innovative business processes and solutions to improve efficiency and effectiveness utilizing Scrum / Agile Best Practices with Jira
• Oversee the delivery of technology solutions from inception through to completion, coordinating with technical development teams within the IT organization.
• Conduct user acceptance testing (UAT) and coordinate go-live activities.
• Monitor system performance, troubleshoot issues, and recommend enhancements.
• Stay up to date with Salesforce releases, new features, and best practices to ensure continuous system improvement.
• Own AI intake and prioritization from a business perspective for the BSA function: triage incoming AI/automation requests from business stakeholders, evaluate feasibility, data sensitivity, risk, and expected ROI, and prioritize the backlog before solutions are built.
• Hands-on creation and maintenance of AI agents using Gemini Enterprise and Claude (via Claude Cowork and Claude Chat): build, test, deploy, and continually maintain and update agents as business processes and requirements evolve - this is a required, hands-on part of the role, not a delegated one.
• Enable business teams to create their own no-code, low-code, and "vibe coded" agents and automations for CRM, CPQ, Customer Support, and Communities workflows, and provide ongoing support and troubleshooting for agents already in production.
• Define and maintain a business-facing AI intake process, including intake templates, prioritization criteria, and governance guardrails (data privacy, security, and responsible-AI review) for AI agent and automation requests.
• Champion AI adoption across the BSA team, training and enabling business users on responsibly building and maintaining their own AI agents with Gemini Enterprise and Claude.

What You'll Bring:

• 5+ years of experience as a Lead Business Systems Analyst or similar role, with extensive experience in Marketing, Salesforce CRM, Zuora CPQ, Service Cloud Customer Support, Salesforce Communities, and the associated technology solutions
• Experience evaluating, prioritizing, and managing AI/automation intake requests from business stakeholders, balancing business value against feasibility, risk, and data sensitivity.
• Hands-on experience building, deploying, and maintaining AI agents on enterprise platforms such as Gemini Enterprise and Claude, using no-code/low-code and "vibe coding" approaches (e.g., Claude Cowork, Claude Chat).this should focus on customer support, professional services, and communities

Salary Range:
$155,000.00-$194,000.00

Pay Transparency Statement:

Placement within this range depends upon several factors, including the applicant's prior relevant job experience, skill set, and geographic location.

In addition to base pay, BlackLine also offers short-term and long-term incentive programs, based on eligibility, along with a robust offering of benefit and wellness plans.

We are committed to pay transparency and ensuring candidates have clear information about compensation expectations. For roles that include variable incentive components such as an Incentive Compensation Plan (ICP) or On-Target Earnings (OTE), the compensation structure may follow a split model - for example, a 50/50, 70/30, or 60/40 ratio between base salary and variable incentive.

BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 3 days a week.