Unity Senior Business Systems Analyst 

India, Karnataka 

752358564

• Administer and configure customer success platforms in accordance with business needs and best practices. Customize Zendesk workflows, ticket forms, automation, and integrations to streamline support processes and enhance customer interactions. Manage user access, roles, and permissions effectively. Provide technical support and ensure the timely resolution of performance issues.
• Monitor system performance. Conduct regular assessments to ensure data integrity and compliance with security standards.
• Drive user adoption through comprehensive training programs, ensuring that Customer Success teams are proficient in using the tools. Create and maintain up-to-date documentation of systems, processes, procedures, user guides, and best practices for tool usage.
• Identify ways to enhance the efficiency and reliability of support processes, and propose workflow improvements with guidance from senior team members.
• Collaborate with third-party vendors and internal stakeholders to evaluate and implement new solutions that enhance customer success operations. Stay informed about trends, best practices, and emerging technologies in customer success platforms.

• Proven experience as a Systems Administrator with strong technical skills in system tools management and configuration. Background in projects related to system upgrades, migrations, and integrations.
• Strong understanding of customer success processes, methodologies, and metrics.
• Solid understanding of SaaS platforms, APIs, and data management principles.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.

• Strong interpersonal and communication skills.
• Experience with a Customer Service organization.
• Experience working with platforms such as Zendesk, Gainsight, or similar customer success tools. Relevant software and tools certifications are a plus.
• Familiarity with API integrations and automation tools.
• A strong interest in growing into a systems or operations specialist career path.

• Relocation support is not available for this position
• Work visa/immigration sponsorship is not available for this position

This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English.