Five9 - Business System Analyst

Responsibilities :

Business Analysis & Requirements Management :

- Translate C2C business requirements into detailed user stories and process flows, with clear acceptance criteria focused on contract management, order fulfillment, invoicing, revenue recognition, and collections.

- Conduct gap analysis between current and future state C2C processes, identifying opportunities for automation and process improvement.

- Maintain and refine the C2C product backlog, ensuring stories are prioritized based on business value and compliance requirements.

- Collaborate with Salesforce, ERP, and billing system teams to design scalable, user-friendly solutions that support C2C processes.

- Understand and recommend solutions leveraging Salesforce.com, ERP (e.g., NetSuite, SAP), and billing/revenue management platforms.

- Serve as the Product Owner proxy in Agile ceremonies, representing C2C priorities in backlog grooming, sprint planning, stand-ups, demos, and retrospectives.

- Assist with test case development and execution for C2C functionality, including user acceptance testing (UAT) and regression testing.

- Partner with QA and business testers to ensure solution quality and adherence to C2C requirements.

- Map and document C2C business processes, ensuring clarity and alignment across teams.

- Act as a liaison between IT, business units, and external partners to promote effective communication and collaboration on C2C initiatives.

- Support integration initiatives between Salesforce, ERP, billing, and other upstream/downstream systems critical to the C2C process.

- Track and report on key Agile and operational metrics (e.g., velocity, sprint progress, defect resolution, DSO) to drive delivery transparency and process improvement.

Domain Expertise & Stakeholder Engagement :

- Develop and maintain deep domain knowledge of Contract to Cash processes, including contract management, order processing, billing, revenue recognition, and collections.

- Identify and evaluate cross-functional and cross-system dependencies impacting the C2C process.

- Make recommendations and ask relevant questions regarding upstream/downstream functionality and integration points.

- Guide business product owners and stakeholders through UAT and process changes, ensuring solutions meet business objectives and compliance standards.

Key Competencies :

- Deep understanding of Contract to Cash business processes and financial systems.

- Strong problem-solving and analytical skills, with attention to detail.

- Self-starter with flexibility, independence, and initiative.

- Team-oriented mindset with a willingness to learn, grow, and collaborate.

- Excellent communication, organization, and interpersonal skills.

- Confident in communicating with both IT and business stakeholders at all levels.

- Strong documentation and business process mapping skills.

- Proactive, organized, and timely in follow-ups and communication.

Qualifications :

- 5+ years of experience in business analysis or related field, with a focus on Contract to Cash or financial process domains.

- Hands-on experience with Salesforce.com, ERP (e.g., NetSuite, SAP), and billing/revenue management platforms.

- Bachelors degree in computer science, MIS, finance, or equivalent experience.

- Basic understanding of project management methodologies (Agile, Scrum, or Waterfall).

- Demonstrated ability to execute, communicate, think critically, and solve problems in the C2C domain.

Qualifications :

- Billing and Revenue Management platform knowledge.

- 5+ years of experience in business analysis or related field.

- Bachelors degree in computer science, MIS or equivalent experience is desired.

- Basic understanding of project management methodologies (Agile, Scrum, or Waterfall).

- Great at execution, communication, critical thinking and problem solving.