Services Business System Analyst

Profile

Because you belong at Twilio

The Who, What, Why and Where

Twilio is growing rapidly and seeking a Business Systems Analyst to play a key role in the growth and development of our Services Operations team. The person in this role will be responsible for defining, advocating for, and leading initiatives to up-level the systems and processes leveraged by the Customer Support, Customer Success, and Professional Services teams within the Services organization. Reporting to the Manager of Services Operations, this position is critical in supporting world-class delivery Twilio of Services.

Who?

Twilio is looking for a highly motivated Business Systems Analyst who lives

the Twilio Magic

and has a demonstrated track record of superior execution in improving systems and processes.  They also have:

2 years experience leading impactful projects and initiatives within Customer Service, Customer Success, or Professional Services environments.

Outstanding communication skills including the ability to effectively synthesize and convey complex business and technical requirements.

Strong analytical skills and a demonstrated ability to use data to drive decision making. 

Demonstrated ability to effectively influence across departments to achieve business goals.

Fluency gathering,  analyzing, and presenting data from multiple sources including data warehouses, production databases, and third-party vendors.

Strong technical experience deploying and maintaining Services systems including but not limited to Salesforce, Zendesk, CloudCoach, Gainsight, and Qualtrics.

Experience identifying and evaluating vendors against business requirements and managing vendor relationships.

Prior experience using code to integrate and build systems is a plus. 

Technically savvy and experience with the cloud, APIs, communications, enterprise software, devices, and mobility is a plus. 

Bachelor’s degree or equivalent experience required. MBA is a plus.

What?

As a Business Systems Analyst, you will live the Twilio Magic values:

WRITE IT DOWN: Analyze systems and processes with the purpose of advocating action to internal stakeholders.

DRAW THE OWL: Identify and quantify opportunities to increase efficiency while improving the customer and employee experience. 

BE AN OWNER & BE BOLD: Lead or assist in all aspects of the implementation of new systems and processes. 

EMPOWER OTHERS: Interact extensively across all functional teams within Services and across Twilio. Work closely with individuals across all levels of the organization, including senior leadership.

NO SHENANIGANS: Ensure the consistent exercise of appropriate judgment and discretion in evaluating opportunities for improvement across the Services organization.

Why?

The Services Operations team is central to Twilio's continued growth and delivery of world class services. We work closely with Services senior leadership to identify, deploy, and maintain the tools used by over 300 Twilions. We are constantly innovating the tools and processes that support the practice of service delivery and have a significant impact on the overall direction of the Services organization and the overall customer experience.

Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience.  We only win when our employees succeed and we're dedicated to helping you develop your strengths. We invest in weeks dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion, and innovation and we want you and your ideas to thrive at Twilio.

Where?

This position will be located in our Denver office. Around the world, Twilio offers benefits and perks to support the physical, financial, and emotional well being of you and your loved ones. No matter where you are based, you will experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience,  understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture that empowers everyone to do their best work and be the best version of themselves.

About us:

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

Company info

Twilio Inc
Website : https://www.twilio.com