Senior Enterprise Business Analyst - Hybrid Cary, NC or Remote

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About the job

The Revenue Operations Gainsight Operations team is looking for a Senior Enterprise Business Analyst to help design, implement, and support internal customer-facing solutions within the Gainsight platform. Our team empowers Customer Success by leveraging Gainsight to deliver actionable insights and support global workflows which drive retention and growth.

You’ll be the expert who turns raw customer signals into elegant, scalable Gainsight experiences—scorecards, calls to action, playbooks, dashboards, and more—that CSMs will rely on every day. From shaping business process with CS leaders to architecting data flows and shipping high‑quality new features, you’ll own the end‑to‑end lifecycle of solutions that operate at global scale. Your impact will be visible in higher retention, smoother adoption, and a platform that “just works” for the teams it serves.

If you’re energized by building practical systems that marry customer‑centric design with technical rigor—and want your work to be felt across the entire customer lifecycle—this is a chance to lead both the craft and the outcomes.

As a Senior Enterprise Business Analyst, you will:

• Requirements Analysis & Design: Given business requirements for new data, features, or workflows; translate them into detailed technical designs and configurations in Gainsight.
• Application Configuration & Development: Configure Gainsight and implement enhancements, including external system integrations and data model enhancements.
• Data Integration & Management: Design and maintain data ingestion processes, mappings, and transformations between Gainsight and enterprise systems
• Production Support & Issue Resolution: Provide ongoing support for Gainsight solutions in production, troubleshoot technical issues as needed.
• Release Management & Documentation: Participate in release cycles, maintain system documentation, and communicate changes to stakeholders.
• Serve as an internal consultant and liaison between the business and technical community to foster collaboration, clear and transparent communication and ensure mutually beneficial solutions.
• Maintain knowledge of the Gainsight CS application and implementation best practices, along with knowledge of SAS data and internal systems
• Ensure all applicable security policies and processes are followed to support the organization's goals.
• Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

Required qualifications

• Minimum 10 years of technical experience in Customer Success technology, IT consulting, or enterprise systems support, including a minimum of 5 years in business systems analysis
• Minimum 3 years of experience with the Gainsight CS/NXT platform doing hands-on delivery of enterprise‑scale configurations strongly preferred.
• Proven ability to translate CS processes into implemented technical features from design to deployment –considering usability and ongoing maintenance requirements, and delivering streamlined solutions which complement one another.
• Strong ability to work with structured data, including organizing tables, performing joins, and understanding relationships between datasets
• Gainsight L3 Admin Certification strongly preferred.
• Bachelor's degree in a quantitative field, preferably in Computer Science or a related field. MBA or Masters in a quantitative field preferred.
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Additional competencies, knowledge and skills

• Agile/Scrum Delivery Expertise: Ability to facilitate backlog refinement, sprint planning, and iterative delivery using frameworks like Scrum or Kanban. This helps accelerate Gainsight enhancements and improve stakeholder engagement.
• Visual Design and UX Awareness: Skill in creating intuitive layouts for C360/R360 pages, dashboards, and Success Plans—balancing aesthetics with usability to improve adoption and user experience.
• Driving Execution: Translating strategic priorities into operational reality; aligning communication, accountabilities, resource capabilities, internal processes, and ongoing measurement systems to ensure that strategic priorities yield measurable and sustainable results.
• Inspiring Excellence: Driving high standards; tenaciously working to meet or exceed challenging goals; defining success by goal achievement and continuous improvement.
• Technical/Professional Knowledge & Skills: Having achieved a satisfactory level of technical, functional, and/or professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise; leveraging expert knowledge to accomplish results.

World-class benefits  

Highlights include...

• Comprehensive medical, prescription, dental and vision plans.
• Medical plan options include:
  • PPO with low annual deductible and copays.
  • HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
• Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
• An industry-leading 401k plan.
• Tuition Assistance Program and programs and resources to support your development
• Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
• Volunteer Time Off, parental leave and unlimited paid sick days.
• Generous childcare benefits for all full-time employees.

You are welcome here.

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.

Additional Information:

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to any characteristic protected by law. Read more: Know Your Rights. 

Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

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