Mailchimp is a leading marketing platform for small businesses. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaigns, commerce, CRM and analytics tools. 

Our Business Solutions team supports and develops the software tools used by our Customer Team to provide our customers with an exceptional experience. We partner closely with Support, Engineering, Product, Marketing and many others to ensure a cross functional approach to tool development.  Additionally, ensuring this collaborative approach is employed with enhancements, defect management, and implementation of tools. 

As a Business Systems Analyst, the role is responsible for using their knowledge of internal processes, systems and data to identify areas of opportunity, success and strategies that provide insights that inform the Customer Team organization on areas of focus to drive and improve the internal/external customer experience.

This role will work with various groups across the company to gather information necessary to identify and evaluate solutions that drive improvement. The Business Systems Analyst has the skills required to retrieve and analyze data and a desire to apply that technical ability to formulating business cases for proposed solutions and functional requirements for agreed upon development work.  This role will help ensure solutions are delivered as requested and will provide ongoing support for our products.  

What you'll do here: 

• Perform research and analysis to determine feasibility and impact of product/tooling changes/new features and partner with members of other teams where appropriate
• Manage multiple tasks to deadlines; communicate progress at regular intervals
• Create, edit, maintain, and manage assigned 3rd party tool(s) help content and make educated content management decisions that support a positive customer experience 
• Understand system capabilities, develop business requirements, write the business case, define business logic, create optimization and monitoring strategies and work with the implementation teams to communicate and develop solutions; anticipate risks and mitigate them before they become serious
• Document logic and functionality for existing solutions to ensure current state is known and accessible across the team
• Provide support for and coordinate the resolution of reported issues -  including troubleshooting, root cause analysis, and escalation as needed 
• Provide input on Customer Team tools, roadmap development and relative priorities of items in the roadmap  
• Provide insights on current work processes and projects to inform direction of this role and the overall team

We'd love to hear from you if: 

• You have 3+ years experience working with a variety of 3rd party tools (CRMs, Chat Bots, Survey, and Omni-Channel platforms)
• You have 3+ experience in customer care, sales, success or SaaS/marketing space
• You have2+ years experience formulating and documenting functional requirements for software systems.
• You are comfortable taking initiative in a highly autonomous work environment and displaying confident ownership of the solutions and recommendations they make during their day
• You have the ability to collect, organize, and synthesize information to develop innovative solutions that solve problems
• You have excellent written, verbal and presentation communication skills
• You have excellent interpersonal skills (building relationships, being a team player)
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At Mailchimp, we understand that experience comes in many forms. We don’t just accept differences, we celebrate them, support them, and hire peeps from a wide variety of backgrounds because it makes our company stronger. We’re dedicated to adding new perspectives to the team - so if your experience aligns with what we’re looking for (even if you don’t check every single box), please consider applying!

Mailchimp is an all-in-one marketing platform for growing businesses. Mailchimp empowers millions of customers around the world to start and grow their businesses with world-class marketing technology, award-winning customer support, and inspiring content. Millions of businesses and individuals—from community organizations to Fortune 100 companies—trust Mailchimp to help them connect with their audience with the right message, at the right time, in the right place.

Founded in 2001 and based in Atlanta with offices in Brooklyn, Oakland, Vancouver, London, and Santa Monica, Mailchimp has 1,200+ employees. Through Intuit, we offer employees competitive compensation, best in class perks and benefits. We hire collaborative, customer obsessed, problem solvers and give you ample opportunity to grow and succeed. Find Mailchimp on social.

Mailchimp is an equal opportunity employer, and we value diversity at our company. We don't discriminate on the basis race, color, citizenship status, national origin, ancestry, sex, gender (including gender expression and gender identity), sexual orientation, age, weight, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, genetic information, or any other factor protected by federal, state or local law. Mailchimp also prohibits harassment of applicants and employees based on any of these protected categories, and complies with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions.