Business Process Analyst

Our Core Product group at Salsify exists to thoughtfully invest time and resources into improving the Salsify platform, while reducing Support and product maintenance load by identifying inefficiencies in infrastructure, processes, or code and addressing them. The Core group is the only team at Salsify with a singular mission: to make technical investments that will allow us to reliably scale with our customers as our addressable market grows. We are energized by a commitment to using our deep expertise to make things better—for the people using or maintaining Salsify. 

As a Business Process Analyst (BPA) in our Core group, you will work closely with one of our Core teams, primarily to ensure the team meets Service Level Agreements (SLAs) for reactive, inbound issues. The Core Group is charged with ensuring the reliability of our foundational systems, which requires the BPA to develop a strong working knowledge of the platform areas relevant to their team. Beyond that, as the BPA develops that knowledge, they should productively share it with the broader team, providing guidance when internal resources have technical questions, driving updates to documentation to reduce inbound requests due to a lack of understanding, etc. A successful BPA will be committed to defined SLAs and success metrics, and, with support, use that context to inform prioritization of objectives, how to approach escalations or blockers, and communication with cross-functional partners. The BPA will build an effective working relationship with the Product Manager (PM) and the Engineering team they work with, adapting to the team’s norms and ways of working while noting potential process inefficiencies and advocating for adjustments alongside the PM.

How You'll Make an Impact

• Assist the Product Manager in performing discovery on specific business problems. Clarifies the problem they’re solving, and proposes solutions informed by business needs and constraints.
• Recommend process improvements with Support and PM, manages the execution and optimization of processes while fully leveraging the available toolset.
• Supervise the health/good shape of the owned processes throughout their lifecycle.
• Build-out tracking mechanisms and reporting to provide leaders with insights into the team's performance and processes. Monitors this data to proactively identify opportunities for improvement.
• Demonstrate ability to meet appropriate deadlines with an understanding of the needs of their team and the business, more broadly.
• Communicate proactively and clearly with their team, manager, and stakeholders both verbally and in writing.
• Maintainsa positive attitude and learns from mistakes.
• Proactively points out the lack of alignment and seeks opportunities to partner with their manager or PM to resolve.
• Make informed prioritization and time management decisions.
• Build strong technical and domain knowledge in the areas their team supports.
• Proactively and scal