Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 200,000 businesses.

We’re looking for talented and motivated Senior Salesforce Business Analyst with 4+ years of experience. This candidate should be comfortable always asking “why” and challenging the status quo here at Gusto. The ideal candidate for this role is highly organized, an expert at translating functional requirements into technical solutions, and passionate about problem solving and building for the future.

The Senior Salesforce Business Analyst will be joining our CX BizTech BSA team and will partner closely with our CX leadership team to continue to scale our Service Cloud instance for our large user base in CX. This individual will be responsible for ensuring our business partner’s requirements are translated into technical requirements. The ideal candidate will analyze data to help Gusto determine how best we can continue to scale our Service Cloud instance in the future to improve our customer experience with our Gusto CX Team.

Here’s What You’ll Do Day-to-day

• Drive system improvements by ensuring effective requirements elicitation, configuration, administration, development, and application support for our Salesforce platform
• Manage projects and partner closely with members of the cross-functional teams to roll out new systems or reduce inefficiencies in our current processes
• Manage integrated applications and third party suppliers including NICE CXOne, Qualtrics, and others
• Be a technology strategist, partnering with stakeholders and taking ownership of the roadmap and products they use to reduce inefficiencies and support Gusto as we scale.
• Build and maintain effective Gustie experiences using Salesforce Service Cloud
• Be accountable for the vision, strategy, and roadmap for our lead-to-cash capabilities.
• Own the communication of any platform changes to end users and stakeholders
• Conduct proactive system maintenance including Security Reviews, Release Updates, Health Check, and Optimizer

Here’s What We're Looking For

• 4+ years of experience as a business analyst supporting CX organizations. Bonus points for telephony experience.
• 3+ years of experience with strategic ownership of a Salesforce platform including vision, roadmap, and work prioritization
• Comprehensive Salesforce product knowledge and hands-on administration experience with Service Cloud
• Experience designing and supporting large scale, technically complex solutions on Salesforce
• Certified Salesforce Administrator
• A desire to implement best practice solutions
• Strong communication skills and experience collaborating across many different operating teams