Sr. Business Systems Analyst

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI. What is The Role We’re seeking a Senior Business Systems Analyst (BSA) to serve as a strategic liaison between IT and the business, driving scalable solutions that empower our Services and Education organizations. In this role, you’ll be responsible for designing, optimizing, and maintaining the business architecture and processes that support our teams through Professional Services Automation (PSA), enabling them to quote, sell, deliver, and manage services with greater efficiency. Leveraging your expertise in Salesforce and Certinia (FKA FinancialForce) PSA, you will collaborate with business partners, end users, and leadership teams to improve workflows, translate business needs into clear requirements, and deliver solutions that reflect simplicity and precision. You’ll take a strategic, data-driven approach to agile development and craft thoughtful technology roadmaps that balance current priorities with future scalability. You are a curious problem-solver who’s not afraid to dive into complex systems, learn new tools, or explore how integrations can drive the PSA lifecycle forward. You proactively communicate, anticipate partner needs, and bring a passion for automation, efficiency, and detail. Your recommendations are thoughtful, well-informed, and lead to tangible business impact. What You Will Be Doing • Serve as a subject-matter expert on Certinia (FKA FinancialForce) PSA, with strong functional knowledge across core features and related integrations. • Build and nurture strong relationships with key business stakeholders to establish a solid, trusted foundation for ongoing partnership and collaboration • Translate complex business needs into clear functional requirements; own requirements gathering, feature design, documentation, and end-user testing across enhancement requests and projects. • Apply a design-led mindset to partner with Services & Education Strategic Operations teams to optimize PSA; define enhancements and support ongoing maintenance. • Maintain a holistic view of business processes, users, and data flows to anticipate functional impacts of configuration updates, workflow changes, and reporting requirements. • Communicate complex system concepts in simple, approachable language through written materials, verbal communication, and visual presentations. • Develop and maintain system documentation, including configuration, data mapping, functional designs, test cases, and enablement materials. • Validate software quality by executing functional testing; collaborate with technical teams to identify and resolve defects and ensure solution aligns with business requirements. • Prepare clear documentation and presentations outlining current-state and future-state PSA processes and architecture. • Proactively identify opportunities to streamline processes, improve user experience, and deliver scalable automation; recommend solutions aligned with business goals and company strategy. • Contribute to cross-functional initiatives and IT projects; coordinate with BSAs and partners to ensure alignment, knowledge sharing, and coordinated delivery across domains. What You Bring • 5+ years experience in Business Systems Analysis & design on the Salesforce platform. • 3+ years hands-on experience with Certinia (FKA FinancialForce) PSA. • Experience partnering with a Services organization to support delivery, enablement, and process optimization. • Experience designing, implementing, and supporting large-scale, complex Salesforce + PSA solutions in a production environment. • Hands-on expertise with PSA capabilities including Project Management, Resource Management, Time & Expense, Billing, and Revenue Recognition. • Familiarity with CPQ and Quote-to-Cash processes, particularly how quoting and order data integrate into PSA project structures; ability to partner with CPQ stakeholders to support upstream workflows. • Experience developing business processes and requirements for integrations with boundary systems (e.g., ERP such as NetSuite). • Broad and deep understanding of the Salesforce ecosystem, including data model, platform capabilities, and integrations. • Strong understanding of QA and UAT processes; able to define acceptance criteria, support functional validation, and partner with QA and business users to ensure successful testing outcomes. Bonus Points • Salesforce certifications (Admin, Business Analyst) • Certinia PSA certifications (Implementation Consultant, System Admin) • Deep knowledge of Certinia PSA best practices • Understanding of CPQ, Order Management, and Quote-to-Cash • Familiarity with ERP and integration platforms • Strong analytical + problem-solving skills • Ability to translate business needs into scalable, low-friction system solutions • Excellent documentation skills (diagrams, standards, playbooks) • Collaborative, proactive self-starter: highly detail oriented with a passion for continuous learning, strong multi tasking abilities and a track record of driving results in a dynamic environment Compensation for this role is in the form of base salary. This role does not have a variable compensation component. The typical starting salary range for new hires in this role is listed below. In select locations (including Seattle WA, Los Angeles CA, the San Francisco Bay Area CA, and the New York C