Business Systems Analyst

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. 

Business Systems Analyst - Contract to Cash Lifecycle

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

The Five9 IT organization is responsible for and passionate about best-in-class employee, customer and partner experience. We work hard but our differentiator is that we place equal priority on teamwork, collaboration and embodying our culture and values.

As a Business Systems Analyst (BSA) focused on the Contract to Cash (C2C) domain, you will play a critical role in optimizing and supporting end-to-end business processes that span contract management, order processing, billing, revenue recognition, and collections. The ideal candidate will have a deep understanding of C2C business processes, key financial systems, and the integration points between CRM, ERP, and billing platforms.

Responsibilities

Business Analysis & Requirements Management Engage with cross-functional stakeholders (Sales, Finance, Legal, Operations) to elicit and analyze business needs related to the full Contract to Cash lifecycle. Translate C2C business requirements into detailed user stories and process flows, with clear acceptance criteria focused on contract management, order fulfillment, invoicing, revenue recognition, and collections. Conduct gap analysis between current and future state C2C processes, identifying opportunities for automation and process improvement. Maintain and refine the C2C product backlog, ensuring stories are prioritized based on business value and compliance requirements. Collaborate with Salesforce, ERP, and billing system teams to design scalable, user-friendly solutions that support C2C processes. Understand and recommend solutions leveraging Salesforce.com, ERP (e.g., NetSuite, SAP), and billing/revenue management platforms. Serve as the Product Owner proxy in Agile ceremonies, representing C2C priorities in backlog grooming, sprint planning, stand-ups, demos, and retrospectives. Assist with test case development and execution for C2C functionality, including user acceptance testing (UAT) and regression testing. Partner with QA and business testers to ensure solution quality and adherence to C2C requirements. Map and document C2C business processes, ensuring clarity and alignment across teams. Act as a liaison between IT, business units, and external partners to promote effective communication and collaboration on C2C initiatives. Support integration initiatives between Salesforce, ERP, billing, and other upstream/downstream systems critical to the C2C process. Track and report on key Agile and operational metrics (e.g., velocity, sprint progress, defect resolution, DSO) to drive delivery transparency and process improvement. Domain Expertise & Stakeholder Engagement Develop and maintain deep domain knowledge of Contract to Cash processes, including contract management, order processing, billing, revenue recognition, and collections. Identify and evaluate cross-functional and cross-system dependencies impacting the C2C process. Make recommendations and ask relevant questions regarding upstream/downstream functionality and integration points. Guide business product owners and stakeholders through UAT and process changes, ensuring solutions meet business objectives and compliance standards.

Key Competencies

Deep understanding of Contract to Cash business processes and financial systems Strong problem-solving and analytical skills, with attention to detail Self-starter with flexibility, independence, and initiative Team-oriented mindset with a willingness to learn, grow, and collaborate Excellent communication, organization, and interpersonal skills Confident in communicating with both IT and business stakeholders at all levels Strong documentation and business process mapping skills Proactive, organized, and timely in follow-ups and communication

Qualifications

5+ years of experience in business analysis or related field, with a focus on Contract to Cash or financial process domains Hands-on experience with Salesforce.com, ERP (e.g., NetSuite, SAP), and billing/revenue management platforms Bachelor’s degree in computer science, MIS, finance, or equivalent experience Basic understanding of project management methodologies (Agile, Scrum, or Waterfall) Demonstrated ability to execute, communicate, think critically, and solve problems in the C2C domain

Qualifications:

com or equivalent CRM Billing and Revenue Management platform knowledge 5+ years of experience in business analysis or related field Bachelor’s degree in computer science, MIS or equivalent experience is desired Basic understanding of project management methodologies (Agile, Scrum, or Waterfall) Great at execution, communication, critical thinking and problem solving.

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

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