Staff Business Systems Analyst - Contact Center Routing

Overview

Customer Success is driving Intuit’s transformation to become an “AI-driven expert platform”, innovating on the way customers access expertise and digitizing the services industry. These customer experiences are delivered through offerings such as TurboTax Live and QuickBooks Live and extend to how customers access help and support through their entire journey, across all of our offerings. Further, Customer Success is responsible for delivering an outstanding experience to our experts – the people on our platform who deliver advice and support to customers.

Join Intuit as a Staff Business Systems Analyst in Customer Success Modern Operations. Intuit's Customer Success team is transforming the industry with a suite of high-touch professional services powered by data-driven, technology-led operations and a distributed professional workforce.

We are seeking an experienced, strategic, and collaborative Staff Business Systems Analyst to support a two-sided professional network at scale. In this critical role you’ll be responsible for tackling complex business problems by collaborating closely with engineers, data scientists, Customer Success teams, and Business Unit leaders to document complex processes, define requirements, lead UAT, and across Intuit. You will have the opportunity to help lead Intuit in its transformation into industry-leading service operations technologies and platforms.

What you\'ll bring

• Strong communicator who knows how to translate analysis into business insights, prioritize based on strategy, and communicate objectives, plans, status, and results clearly
• 2+ years of experience in operations within a fast-moving technology-driven organization or a quickly evolving supply chain driven organization
• Strong business analysis skills (planning, feasibility assessments, requirements development, quality assurance testing, coordinating and executing user acceptance testing, problem solving)
• Demonstrated ability to think end-to-end, quickly understand operating systems, and lead the delivery of a portfolio of programs/projects
• Maturity, high judgment, negotiation skills, ability to influence, analytical talent and leadership are essential to success in this role
• Demonstrated ability to work in a matrix environment and ability to both influence and develop strong partnerships at all levels
• Undergraduate degree in business, technical, or science discipline required

How you will lead

• Collaborates with a team of top engineers, designers, product managers, analysts and Customer Success business partners to define and enable long term capability strategies that align with Intuit’s strategic goals.
• Analyzes complex business problems to be solved with automated systems, proactively seeks data to build a business case, influences and presents effectively and logically
• Defines detailed business requirements to deliver on strategic objectives, gathers end user feedback and incorporates into solution design and development.
• Moves fluidly between high-level strategy and execution; confident giving a presentation to Sr Leadership as well as running a meeting with users and technical SMEs
• Has an innate curiosity and willingness to dive deep into a complicated platform product, identifies and documents how any underlying system connects, while identifying gaps and automation requirements
• Provides technical expertise in identifying, evaluating and developing systems and procedures that are cost effective and meet user requirements - creativity and iteration are key
• Drives work with urgency, moves teams forward, leaps over barriers, bridges over gaps and keeps the business moving
• Delivers results: Operational excellence mindset with proven history of delivering services and/or operations efficiently at large scale with speed, certainty and security