Business System Analyst - Customer Success

Introduction

This position will be responsible for gathering requirements, providing insight, designing documentation, and working cross-functionally to implement and maintain our enterprise systems stack.

Applicants should be familiar with the following systems and how they function/interact: Gainsight, Salesforce and peripheral systems.

Job Responsibilities

• Gather requirements for projects related to enterprise systems, integrations, processes, and operations
• Create and maintain documentation in partnership with the Enterprise Architect on enterprise systems and integrations
• Create and maintain documentation in partnership with cross-departmental teams related to process and operations
• Develop User Acceptance Testing scenarios, Identify test criteria, and test new functionality/enhancements
• Facilitate discussions with business owners in working sessions to understand requirements, find common ground, and evaluate acceptable solutions
• Identify gaps in process, operations, and systems
• Work with IT Infrastructure, enterprise system subject matter experts, and other resources to review technical designs and project plans for fit and purpose
• Understand what processes and business drivers the enterprise systems support in each organization and cross-functionally
• Understand the data flows between systems
• Develop and maintain trust cross-departmentally

Knowledge and Experience

• 3 year or more years’ experience with enterprise architecture (ex: CRMs) and the software that tech companies use on the “office” side (for example: third-party connectors, data enrichment tools)

Behavioral Expectations

• Ability to identify work that supports company objectives and maintain focus on business outcomes
• Clear communication of risk and impact when making change
• Hands-on system work when needed (most system work is done by system admins)
• Solve problems with a LEAN, pragmatic, and iterative design philosophy
• You teach yourself new skills and systems
• Continuous improvement: self, systems, processes
• Ability to balance fixes and improvements
• Self-managed backlog and daily workload
• Honesty when things go wrong (they will), and a plan to prevent the same thing from happening again
• Problem-solving mindset (we don’t look to blame, but to prevent future mistakes)
• You create your own experiments to find solutions or answer questions or your do research to find answers
• Transparent communication: status of work in flight, creating documentation of current state, educational tidbit sharing
• Maintain intellectual and emotional curiosity
• Self-managed work/personal life balance
• Diplomacy, negotiation, and development of complex relationships
• Strong communication skills - verbal, written, and listening
• Fair, objective, and data-driven in decision making

Bonus Experience

• Related educational degree or certificates
• System Administration
• ITIL Service Delivery; Agile methodology certifications
• Public presentations of your work: speaking at conferences, articles published, book author
• Gainsight certifications

Working Conditions

• Normal office environment subject to stressful situations
• You set your regular “working hours” which can be flexible
• Remote or office (if you live near an Optimizely office you will be provided access if desired)

About Optimizely

At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.

We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech.

At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued.

Benefits

• We are Vietnam Best IT companies 2026 by ITviec.
• Hackdays for self-studying and researching any IT-related subjects.
• 5 working days/week with flexible working time and no overtime.
• Annual unforgettable company outing.
• International, professional, creative working environment and talented teams.
• Onsite opportunities in Europe and US.
• Common cultural-sportive- art Clubs and activities, sponsored and/or supported by the Company (Ex: Football, GYM, Swimming, Guitar, English…).
• Powerful workstation: Core i7-9700, 16-32 GB RAM, 02 x QHD 2560x1440 monitors (2K resolution).
• 100% official salary during the probation period, 13th month salary, annual salary raise.
• Up to 03 extra paid-leave days per year.
• Social, Health and Unemployed Insurance are based on 100%.
• Gross salary and fully paid by Company.
• Extra bonus at $ 60 per special occasions (Birthday, Labor Day, National Day, Solar New year, Lunar New Year).
• Lunch allowance at $30 per month.
• Baby allowance for a child under 03 years old is $ 12 per month.
• AON Premium Healthcare Insurance package for employees and their children up to 18 years old.
• Daily various foods, drink, and seasonal fresh fruits.