Business Analyst, Customer Success

At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night.

Sectigo is the most innovative provider of certificate lifecycle management (CLM), delivering comprehensive solutions that secure human and machine identities for the world’s largest brands. Sectigo’s automated, cloud-native CLM platform issues and manages digital certificates across all certificate authorities (CAs) to simplify and improve security protocols within the enterprise. Sectigo is one of the largest, longest-standing, and most reputable CAs with more than 700,000 customers and two decades of delivering unparalleled digital trust.

“When people think Online trust management, they think Sectigo because we offer our customers unparalleled peace of mind.”

How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - Support, Excellence, Communication, Teamwork, Integrity, Growth and Openness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you.

We are looking for a talented Business Analyst, Customer Success to join our growing global team at Sectigo.

The Business Analyst, Customer Success plays a crucial role in driving efficiency and effectiveness for our Service Delivery Teams. The individual collaborates with business leaders, find solutions to issues, and ensure clear requirements, roadmaps, use cases, UAT test cases, expected outcomes, and delivery timetables. While some project management and technical administration tasks may be involved, the primary focus will be on documentation and analysis of solutions for various projects.

This is a full-time position, working in a hybrid model, and reporting to our Ottawa office at least 3-4 days a week.

Here are the core functions, responsibilities, and expectations for this role: 

• Collaborate with stakeholders to gather and analyze business requirements, ensuring alignment with business and project goals. 
• Document detailed system specifications, including both functional and non-functional requirements. 
• Create comprehensive use cases, process flows, and wireframes to illustrate system functionality and user interactions. 
• Document current-state and future-state process maps, and support change management efforts. 
• Lead initiatives to digitize and streamline support processes, enhancing both agent productivity and customer experience. 
• Analyze technical support workflows to identify inefficiencies, bottlenecks, and opportunities for automation. 
• Design and implement data-driven solutions using tools like Power Automate, Power BI, and Salesforce Service Cloud. 
• Work closely with development teams to ensure accurate implementation of requirements. 
• Identify and mitigate roadblocks and risks during project planning, proposing effective solutions. 
• Develop and maintain UAT test cases and coordinate testing efforts. 
• Communicate effectively with business leaders to align project goals and expectations. 
• Collaborate with cross-functional teams to define KPIs and build dashboards that provide actionable insights. 
• Monitor project progress, track deliverables, and adjust timetables as needed. 
• Provide ongoing support for system enhancements and updates. 
• Create and deliver training materials and sessions for end-users to ensure effective use of systems. 
• Other duties assigned and related to the nature of this role and company initiatives. 
• Be able to Review all technical support related issues and provide solutions. 
• Conduct root cause analysis on recurring support issues and propose scalable solutions. 
• Additional tasks associated with this position may be assigned in response to company initiatives and business needs.

Education:

• Bachelor's Degree from an accredited college or university is preferred. 

Experience:

• Minimum of 2+ years of experience as a Business Analyst with Salesforce is required.  The ideal candidate should have 4+ years pf experience with this function working with a global team. 
• Minimum of 2+ years Business Analyst or administrator experience with various customer-centric projects in a scrum Agile environment. The ideal candidate should have 4+ years of experience with this function working with a global team. 

Ideal Candidate Profiles, Talents, and Desired Qualifications:

• Proven experience in business analysis focused on technical support or customer success operations. 
• Hands-on expertise with Microsoft Power Platform, including Power Automate, Power Apps, and Power BI. 
• Strong analytical skills with the ability to translate business needs into clear technical requirements. 
• Proficiency in Salesforce, Freshworks HubSpot, etc.
• Strong understanding of Salesforce Service Cloud and its integration with support workflows 
• Excellent communication skills, both written and verbal, with the ability to effectively convey technical information to non-technical stakeholders. 
• Ability to map and optimize complex workflows using automation and low-code tools. 
• Experience leading or contributing to digital transformation initiatives within a global organization. 
• Ability to manage projects from pre-Go Live, kickoff, needs assessment, UAT, and post Go Live support. 
• Detail-oriented and organized, capable of managing multiple tasks and projects simultaneously. 
• Familiarity with project management methodologies (such as Agile and Scrum) and tools (such as JIRA). 
• A proactive problem-solving mindset, with a focus on identifying and implementing effective solutions. 
• Ability to work in a global, fast-paced environment. 
• Passion for continuous learning, staying current with emerging technologies and best practices.

All your information will be kept confidential according to EEO guidelines.

Global team. Global reach. Global impact.

At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.