Business Systems Specialist Lead

The Business Systems Specialist Lead will play a key role in ensuring the accuracy and usability of sales tools, including Salesforce, Clari, and other related systems.

• This individual will serve as a liaison between IT Development and business functions to drive system enhancements through business requirement gathering, documentation, prioritization, and testing in an Agile environment.
• They will resolve Tier 2 support requests in a timely manner, focusing on customer satisfaction through follow-up, attention to detail, and cross-functional collaboration with IT and other team members.

The responsibilities of this role include:

• Acting as a liaison between IT Development and business functions to drive system enhancements through business requirement gathering, documentation, prioritization, and testing in an Agile environment.
• Resolving Tier 2 support requests in a timely manner, focusing on customer satisfaction through follow-up, attention to detail, and cross-functional collaboration with IT and other team members.
• Demonstrating a thorough understanding of role hierarchy, forecast hierarchy, and territory hierarchy.
• Troubleshooting and resolving Tier 2 tickets from sales users related to Salesforce, sales forecasting, and other sales tools.
• Driving all issues to resolution with a strong focus on customer satisfaction through timely follow-up, attention to detail, and cross-functional collaboration with IT and other team members.
• Working closely with Subject Matter Experts and IT to research and resolve issues related to Salesforce and Clari.
• Partnering with Sales Operations, Sales Leadership, and Revenue Acceleration teams to understand business requirements for systemic enhancements and executing them through an Agile environment.
• Performing business requirement gathering, documentation, prioritization, and testing in an Agile environment.
• Conducting change management for related system enhancements.
• Project managing and providing direct support to Merger & Acquisition related Salesforce changes.
• Utilizing business knowledge and expertise to drive business process improvements.
• Balancing relationships with multiple business teams for new solution features and technical support.
• Performing regular SFDC data audits to ensure accuracy within the system.
• Assisting in scheduled maintenance of the systems via data migrations.
• Assisting with documentation of best practices and usage.

To be successful in this role, you will need:

• 9+ years of professional experience in system and tools support, with a strong background in Salesforce.
• Salesforce certification is highly preferred, though not mandatory.
• A strong understanding of the Salesforce ecosystem, terminology, and best practices, with particular focus on data security.
• Proven hands-on experience with sales forecasting tools and supporting sales teams with system and tool enablement.
• Experience working in sales environments and sales processes is a strong advantage.
• Skill in driving system and process changes in Agile environments, collaborating effectively with cross-functional teams.
• Demonstrated ability to train and enable sales users on new Salesforce functionalities and system enhancements.
• Strong experience with data extraction, mass updates, and bulk operations using tools like Workbench and Data Loader.
• Ability to manage and collaborate with diverse stakeholders, including both technical and non-technical internal/external customers and vendors.
• Solid knowledge of ServiceNow, JIRA, Anaplan, and SOQL is a plus.
• Excellent time management, problem-solving, and communication skills with the ability to tailor messaging for different audiences.
• Recognized as a quick learner who thrives in fast-paced environments.
• Strong team player with a service-oriented and customer-first mindset.
• Demonstrated commitment to continuous learning, flexibility, quality, and relationship-building.

We offer a dynamic work environment that values collaboration, innovation, and continuous learning. Our team is passionate about delivering exceptional results and making a meaningful impact. If you are a motivated and results-driven professional looking for a challenging opportunity, we encourage you to apply.