Sr Enterprise Business Analyst

Overview

Senior Enterprise Business Analyst - Hybrid Cary, NC or Remote

We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

If you're looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you'll find it here. We're recognized around the world for our inclusive, meaningful culture and innovative technologies by organizations like Fast Company, Forbes, Newsweek and more.

The Revenue Operations Gainsight Operations team is looking for a Senior Enterprise Business Analyst to help design, implement, and support internal customer-facing solutions within the Gainsight platform. Our team empowers Customer Success by leveraging Gainsight to deliver actionable insights and support global workflows which drive retention and growth.

You’ll be the expert who turns raw customer signals into elegant, scalable Gainsight experiences—scorecards, calls to action, playbooks, dashboards, and more—that CSMs will rely on every day. From shaping business process with CS leaders to architecting data flows and shipping high‑quality new features, you’ll own the end‑to‑end lifecycle of solutions that operate at global scale. Your impact will be visible in higher retention, smoother adoption, and a platform that “just works” for the teams it serves.

If you’re energized by building practical systems that marry customer‑centric design with technical rigor—and want your work to be felt across the entire customer lifecycle—this is a chance to lead both the craft and the outcomes.

As a Senior Enterprise Business Analyst, you will:

• Requirements Analysis & Design:
  Given business requirements for new data, features, or workflows; translate them into detailed technical designs and configurations in Gainsight.
• Application Configuration & Development:
  Configure Gainsight and implement enhancements, including external system integrations and data model enhancements.
• Data Integration & Management:
  Design and maintain data ingestion processes, mappings, and transformations between Gainsight and enterprise systems
• Production Support & Issue Resolution:
  Provide ongoing support for Gainsight solutions in production, troubleshoot technical issues as needed.
• Release Management & Documentation:
  Participate in release cycles, maintain system documentation, and communicate changes to stakeholders.
• Serve as an internal consultant and liaison between the business and technical community to foster collaboration, clear and transparent communication and ensure mutually beneficial solutions.
• Maintain knowledge of the Gainsight CS application and implementation best practices, along with knowledge of SAS data and internal systems
• Ensure all applicable security policies and processes are followed to support the organization's goals.
• Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

Required qualifications

• Minimum 10 years of technical experience in Customer Success technology, IT consulting, or enterprise systems support, including a minimum of 5 years in business systems analysis
• Minimum 3 years of experience with the Gainsight CS/NXT platform doing hands-on delivery of enterprise‑scale configurations strongly preferred.
• Proven ability to translate CS processes into implemented technical features from design to deployment –considering usability and ongoing maintenance requirements, and delivering streamlined solutions which complement one another.
• Strong ability to work with structured data, including organizing tables, performing joins, and understanding relationships between datasets
• Gainsight L3 Admin Certification strongly preferred.
• Bachelor's degree in a quantitative field, preferably in Computer Science or a related field. MBA or Masters in a quantitative field preferred.
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Additional competencies, knowledge and skills

• Agile/Scrum Delivery Expertise:
  Ability to facilitate backlog refinement, sprint planning,…