Business Systems Analyst

Full Time
CX - Customer Support
Mid Level

Formstack improves people’s lives with practical solutions to their everyday work.

We are looking for a Business Systems Analyst to help us accomplish this mission. 


Formstack is a remote-first company with team members who live and work across the U.S., Canada, and the globe. We offer more than just a job; we provide a community where you can learn, grow, and thrive your way. Join a dynamic and diverse team that values relationships as much as results. Come build what matters with Formstack.


Ellia Chon, Senior Director, CX Operations at Formstack, is looking to hire someone who will complement and strengthen the team.



Who You Are:


  • You have empathy for other users’ needs and love to help improve existing processes
  • You are passionate about custom-built solutions which address unmet business needs
  • You love working with a diverse team to get the best out of our third-party systems and working to integrate those into our ecosystem


What You’ll Do:


This position is needed to bring our CX teams to the next level with systems, tools and automated workflows that improve their productivity. Formstack is seeking a Business Systems Analyst with strong application configuration, system architecture, and workflow building skills. In this role, you will partner with our Customer Support, Professional Services and Customer Success teams to understand their business needs and deliver appropriate systems solutions and admin support.


How You’ll Succeed:

  • Own administration functions within Salesforce/Service Cloud, including but not limited to user and security management, object customizations, process automations, fields/relationships, workflow rules, page layouts, validation rules, email templates, custom buttons and app installations, configurations and integrations
  • Have empathy for our users’ needs and help improve existing processes and innovate new processes utilizing Salesforce to improve client / customer experience
  • Be responsive to the needs of our internal users, and efficiently convert requirements into technical solutions that meet the needs of our business teams
  • Serve as a thought partner and trusted advisor to stakeholders, helping to land the present, and influence the future of the CX (Customer Success, Professional Services, and Support) businesses


What We’re Looking For:

  • 3+ years of experience in systems design and/or Salesforce administration
  • Proficiency in requirement gathering, writing well defined user stories and adding to our documentation repository
  • Passionate about getting the best out of our third party systems, integrating them into our ecosystem, and extending them with custom-built solutions which address unmet business needs. Familiar with industry standards, and curious about new applications and technologies.
  • Technically savvy and preferably have experience with APIs, communications, enterprise software, and/or cross-channel systems.
  • Hands-on experience supporting a front-line team (e.g., customer support or services organization) with understanding of common business practices and customer engagement touchpoints for customer-facing roles
  • Excellent written and verbal communication skills. Familiarity with JIRA/Confluence/Google Suite to document requirements, processes and solutions


Salary Range:

$65,000 - $80,000 per year USD


***This is a remote position***


What Formstack Offers for Full Time Employees in the US and Canada(exclude Quebec):

  • Free health plans and company-paid Dental, Vision, Disability, and Life Insurance Benefits for US and Canadian full-time employees.
  • Monthly Health & Wellness and Technology stipends
  • Half-day Fridays
  • Unlimited PTO for all employees.
  • 401k & Roth w/ safe harbor match (the US and Canada)
  • The most up-to-date technology, including company-issued Macs, the latest software, and other tools needed to excel at your job
  • Company-paid conferences and extended learning opportunities
  • Yearly company and team gatherings

Want to learn more about who we are and what we value? CLICK HERE to hear from some current Formstackers about what matters most!

Formstack is proud and dedicated to providing Equal Employment Opportunities.

Formstack maintains a policy that Equal Employment Opportunities be available to all persons without regard to race, gender, age, color, religion, national origin, ancestry, citizenship status, disability, sexual orientation, gender identity, genetic information, union affiliation, veteran status or any other characteristic protected by law. This means we do not discriminate in any aspect of employment based on any of these characteristics. This policy applies to all applicants and employees through all phases of employment, including but not limited to hiring, promotion, treatment during employment, demotion, and termination.

Salary ranges are determined by industry research and trends. Individual salaries are based on skills, experience, and geographical location. Compensation is reviewed on a regular basis and adjustments are made accordingly.

All data collected in our application process from resume collection to application questions is used for recruitment purposes only. We will store it in our applicant tracking system, JazzHR, and will not share this data with anyone else. We will keep your data until the role is filled and only continue to store it if we feel you may fit future roles.


Apply for this position

Apply with
We've received your resume. Click here to update it.
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.