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Senior Business Systems Analyst II

📁
Program/Project Management
📅
018731 Requisition #
About the Job

As a Senior. Business Systems Analyst II your work will make a direct impact to
Akamai’s evolving Service & Support product line. Akamai’s Service & Support team is
targeted at dramatically growing services revenue & corporate revenue. Within the
Service & Support Product Team, you will have the opportunity to help extend Akamai’s presence within our customer base. This will be done by documenting and designing the appropriate messaging and tools to establish a differentiated Service & Support brand. You must possess a unique blend of business and technical savvy to
successfully execute this role.

About the Team

Do you enjoy working on complex technology problems? Do you want to be involved in defining business strategy and solutions that will shape customers’ future successes by providing them with superior technology solutions? Are you challenged by an
opportunity to make an impact? As part of Akamai’s Delivery Excellence and Service &
Support Product Management teams , you will play a key role providing Akamai’s
customers with solutions giving them a competitive advantage.

Responsibilities
* Define business and technical requirements for adapting and implementing new
services into Akamai’s current Service & Support offerings.
* Document and design solutions for, and drive the development of, internal and
external systems and tools to ensure successful, seamless, and efficient delivery of
Services & Support products.
* Own and implement a technical roadmap for future Services & Support products.
* Design and develop effective measures to automate existing processes to create
efficiency and scale within the Global Services & Support organization.
* Work closely with engineering and a full cross-functional team including product
management, product operations, service enablement, service delivery, customer care, security operations, and billing.
* Envision and define end to end workflow with technical understanding of all the
components and steps involved.
* Work with engineering, product management and marketing teams to map the
customer journey and optimize the customer touch points.
Basic Qualifications
* Bachelor's degree or equivalent required.
* 5+ years of experience working in a high-tech, product development role or Service
and Support role.
* 2+ years of experience with operational aspects of service or support delivery,
including delivery workflows and processes, SLA and fulfillment tracking, delivery
automation.
* 2+ years of experience with CRM systems (Siebel, Salesforce).
* 3+ years of experience with enterprise class web applications with exposure to
workflow design and user experience design.

Desired Qualifications
* Salesforce Certified Administrator (ADM 201)
* FinancialForce PSA experience
* Situational fluency, ability to influence and motivate others, and perseverance to
handle challenging business and technical situations.
* Ability to gather data from stakeholders to analytically determine technical priorities.
* Desire for on-going challenges and interest in continuously learning.
* Excellent written and verbal communication skills with the ability to articulate complex
concepts to a broad range of technical and business audiences.
* Exposure to human-centric design based development, end user ethnography and
customer journey map.

About Akamai Technologies

Akamai secures and delivers digital experiences for the world's largest companies. Akamai's intelligent edge platform surrounds everything, from the enterprise to the cloud, so customers and their businesses can be fast, smart, and secure. Top brands globally rely on Akamai to help them realize competitive advantage through agile solutions that extend the power of their multi-cloud architectures. Akamai keeps decisions, apps and experiences closer to users than anyone - and attacks and threats far away. Akamai's portfolio of edge security, web and mobile performance, enterprise access and video delivery solutions is supported by unmatched customer service, analytics and 24/7/365 monitoring. To learn how Akamai is shaping the future of digital transformation, visit www.akamai.com and follow @AkamaiCareers on Twitter, Facebook, LinkedIn and Instagram.


Akamai is a growing, and evolving, company with offices and operations around the world. As such, we strive to foster inclusive and representative workplaces where all employees are wholly welcome, and enabled to share and benefit from each other’s diverse contributions, as one global team. Our commitment to diversity reaches beyond our corporate offices, to our business partners and suppliers who share the same principles, and whose employees we value as integral to the Akamai business family. Learn more at www.akamai.com/diversity.


Akamai Technologies is an Affirmative Action, Equal Opportunity Employer. If you'd like more information about EEO rights under United States law, please click here

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