Senior Business Systems Analyst, Mimecast
Customer Support Technologies
Cloud cybersecurity services
Open for applications
Cloud cybersecurity services
1001+ employees
Open for applications
1001+ employees
Company mission
To stop bad things from happening to good organisations.
Role
Who you are
- 5-7+ years of business analysis and / or process improvement experience
- Experience of Salesforce, Service Cloud and / or Zendesk
- Exposure to Customer Support or Services processes (desirable)
- IT or SaaS experience (ideally within Email/Messaging/Security - but not essential)
- A deep understanding of key technology platforms and industry knowledge on efficient ways they can be used to enable the business. Additionally you will have a deep understanding of the overall in-scope, owned business processes
- The person needs to have the experience of successfully persuading the business to change how they have operated historically and is intimately familiar with successfully enabling applications in their domain with minimal customization
- Be familiar with best-in-class process as used in the software industry
- Able to identify and remediate prior customizations and complex processes
- Experienced running agile sprints
What the job involves
- The Senior Business Systems Analyst is the liaison between the end user and technical team, and requires both technical capabilities along with the ability to be analytical
- This position is aligned to our Customer Excellence organization and is focused on technology initiatives for Customer Support & Professional Services using Salesforce Service Cloud, Zendesk, and Certinia
- This person will ensure that we implement and operate best in class processes for these areas, using out of the box best in class SaaS platforms and they will be the champion that can align the business with easier ways to operate, design and build those processes using our SaaS solutions
- They understand the end-user needs and creates user stories for the architects and developers to build
- The role will oversee the development phases from inception to delivery by deeply understanding the business requirements, prioritizing the work for the architects and developers, managing the backlog, and evaluating the progress throughout
- Be responsible for delivering a system configured to the customer requirements
- Serve as the primary point of contact between Internal IT and various business units, able to gain alignment from cross functional stakeholders to proposed designs
- Proactively identify opportunities to leverage technology for business process improvements and operational efficiencies
- Assist with investigations and analysis of any internal systems support escalations
- Define and document detailed business process flows and technical requirements in collaboration with architecture, aligned to project goals based on user feedback, that results in comprehensive functional specifications. Meet with both technical management and business unit owners to gather, document and confirm project requirements while translating them into scope documentation
- Plan, manage, and prioritize product feature backlog and development phases. Oversee development stages and evaluate progress at each iteration. Provide feedback to the customer and development teams
- Facilitate change management processes, ensuring smooth adoption of new technologies within the organization
- Propose innovative solutions to address challenges and opportunities
Salary benchmarks
Our take
Mimecast’s next-gen cloud-based security, archiving, and continuity services provide comprehensive risk management in a fully integrated solution, protecting over 40,000 customers worldwide and blocking 162+ million threats. With its adaptable platform, Mimecast focuses on developing capabilities to meet increasing risks and forming strategic partnerships.
Following its acquisition by Permira, Mimecast has expanded globally, reaching more countries throughout 2023. Recently, Mimecast acquired Elevate Security, enhancing its offerings with insights into human behaviours and risks. Elevate Security's platform flags high-risk individuals with a precision risk scoring algorithm, complementing Mimecast’s Awareness Training for targeted intervention and training.
Since 2003, Mimecast has empowered customers to mitigate risks and manage complexities in a threat landscape driven by cyberattacks and human error. Mimecast’s advanced solutions in threat detection, brand protection, and data retention enable organisations to work protected.
Freddie
Company Specialist
Insights
Company
Funding (last 2 of 4 rounds)
Sep 2012
$62m
SERIES C
Jan 2010
$21m
SERIES B
Total funding: $88.7m
Company benefits
- Your finances and your future: - Pension - Communication Allowance - Employee Referral
- Your health: - Mediclaim - Insurance Coverage - Meal Coupons - Virtual Therapy Services
- Your life and your family: - Casual Leave - Flexible working - Family Leave - Long Service Leave - Employee Assistance Program
- Your community: - Volunteer Days - Gift Matching
Company values
- Build Our Company Together
- Invest in One Another
- Make Things Better
- Deliver a Remarkable Experience
- Bring a Resilient Spirit
Company HQ
City of London, London, UK
Articles
Leadership
Peter Bauer
(Member of the Board of Directors and Co-founder)Former Managing Director of FAB Technology (Co-Founder) and Idion Solutions Cape Town. Was the CEO of Mimecast between 2003 and 2024.
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