Systems & Business Analyst, Client Operations - wrapbook

The Opportunity

Systems & Business Analyst, Client Operations - Remote (USA / Canada)

If you set a strong foundation before anyone reaches for a tool, then move fast to build toward it, this role is for you. You'll sit inside Client Operations, close to the teams doing the work, owning the space between the business and its systems. You define how the work should run, then build toward it.

Day to day

, you become the expert in how Support, Customer Success, and Operations actually work, then turn that into clear

requirements

and well-scoped projects mapped to our business goals. From there you either make the light changes yourself or build the fix with your AI Ops partner. You own

requirements

end to end, and you push back when a request isn't grounded in a real problem or when today's systems can't support it. Most of that build lives in Salesforce now; over time you'll own more systems beyond it and build more with AI.

You'll report to the Director, AI & Operational Transformation. Your closest working relationship is your AI Ops partner in a two-person pod: you bring the workflow context and own the

requirements

and light build, they bring the AI build. You'll also work closely with the Systems Architect on core-system governance and with Support, Customer Success, and Operations leadership.

How you'll spend your time:

• 40% discovery,

requirements

, and business immersion. The core of the job. In team meetings, learning workflows, writing specs, pushing back on requests that aren't ready.

• 40% light system work and ownership. Light Salesforce configuration within the published data model (reports, dashboards, simple flows, field updates), triage, and roadmap ownership for your pod's non-Salesforce tools (Zoom Contact Center, Calendly, Zapier, etc). Increasingly, AI-built solutions with your AI Ops partner.
• 20% coordination, communication, and roadmap management.

What you own:

• Business immersion. In team meetings and learning workflows before anything touches a system.
• Problem intake. You surface problems instead of waiting for them, and push back on requests that aren't grounded in a real problem, including from people senior to you.
• 
  HRequirements

authorship. You write and own the

requirements

.

• Light Salesforce configuration. Reports, dashboards, simple flows, field updates, and basic config within the published data model.
• Solutioning with your pod. You and your AI Ops partner decide together whether a fix is a Salesforce change, an automation, or an AI agent. You own the workflow context and

requirements

, build the light pieces, and partner on the AI-led pieces.