Business Systems Analyst - Confluent

Job description

At IBM Software, we transform client challenges into solutions. Building the world’s leading AI-powered, cloud-native products that shape the future of business and society. Our legacy of innovation creates endless opportunities for IBMers to learn, grow, and make an impact on a global scale. Working in Software means joining a team fueled by curiosity and collaboration. You’ll work with diverse technologies, partners, and industries to design, develop, and deliver solutions that power digital transformation. With a culture that values innovation, growth, and continuous learning, IBM Software places you at the heart of IBM’s product and technology landscape. Here, you’ll have the tools and opportunities to advance your career while creating software that changes the world. We are looking for a Business Systems Analyst to join the Business Technology team and support critical systems across GTM Systems and Support Systems, with a primary focus on Salesforce and Zendesk. This role is well suited for someone who is curious, detail-oriented, and excited to learn how business processes, system configuration, and cross-functional collaboration come together to support revenue and customer support operations at scale. In this role, you will work closely with business stakeholders, senior analysts, and technical team members to help gather requirements, support day-to-day system administration, troubleshoot user issues, and improve the quality and reliability of key business workflows. You will contribute across both Salesforce and Zendesk by helping maintain clean system configuration, supporting testing and documentation, and ensuring data flows and process updates are captured accurately. This is a strong opportunity for someone who wants to build foundational experience in enterprise systems, develop strong analytical and problem-solving skills, and grow within a fast-paced Business Technology environment What Will You Do: Requirements Gathering & Analysis: Assist in interviewing business stakeholders across GTM (Sales/Marketing) and Support teams to document current processes, pain points, and system requirements. Multi-System Configuration: Perform foundational administrative and configuration tasks across both ecosystems: Salesforce: Manage user setups, custom fields, page layouts, report generation, and basic Flow automations. Zendesk: Configure triggers, automations, macros, ticket views, and SLA settings to optimize support workflows. User Support & Triage: Act as the first line of contact for internal teams experiencing technical hitches or operational bottlenecks within Salesforce and Zendesk, troubleshooting and escalating complex issues when necessary. Data Integrity & Management: Help monitor and maintain data quality across GTM and Support pipelines. Assist with data deduplication, mass updates, and cross-platform data mapping to ensure clean reporting. Testing & Quality Assurance: Participate in User Acceptance Testing (UAT). Write basic test scripts and execute functional testing for new tools, features, or integrations before they go live. Cross-Functional Collaboration: Partner with senior analysts, developers, and team leads to ensure that Zendesk and Salesforce data sync smoothly and align with broader business goals. Process Documentation: Build and update a repository of clear, easy-to-follow user guides, system diagrams, and standard operating procedures (SOPs) for both platforms. Self-starter with the ability to work effectively in teams BS Degree in Computer Science, Engineering or equivalent experience. An advanced degree in computer science is preferred. Work location will be primarily based out of Bangalore.