Business System Analyst

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us! Job Title: Business Systems Analyst Your opportunity: New Relic is looking for an experienced Business Systems Analyst to play an essential role in supporting our Global Technical Services organization (GTS). The primary focus of the role will be supporting ongoing strategic initiatives, systems enhancements, change requests, and permission requests while contributing to testing and change management in preparation for production releases in Salesforce. The Business Systems Analyst will be part of the GTS Enterprise Systems team at New Relic, working side by side with the Program Manager, other Business Systems Analysts, and development teams to deliver high-quality solutions. As the Business Systems Analyst, you will handle enterprise aspects of our Salesforce Service Cloud platform. To be successful, you’ll need a deep understanding of Global Tech Support business processes and translate them into Service Cloud systems requirements, build effective solutions, and ensure the full adoption of the Service Cloud platform and integrations. What you’ll do: Collaborate with Program Managers to translate business needs into clear user stories, acceptance criteria, and build-ready specifications for engineering teams. Create visual system and process documentation such as wikis, flows, and wireframes to support all req