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The Trevor Project · 10 hours ago

Business Analyst

United States

Full-time

Remote

Mid Level

$100K/yr - $110K/yr

The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people. This role will serve as the critical link between business stakeholders and technology teams, focusing on business process mapping, requirements elicitation, and facilitating communication to optimize existing platforms and processes.

LGBTNon ProfitWellness

No H1B

Responsibilities

Business Process Mapping: Working with various business verticals to map existing processes and identify areas for optimization, including processes relating to executive operations, organizational performance, and other confidential strategic projects where needed

Requirements Elicitation: Gathering and documenting detailed functional and non-functional requirements for new features, enhancements, and integrations

Stakeholder Collaboration: Facilitating workshops with business users to understand their needs and challenges

Process Improvement: Continuously evaluating existing systems and processes to recommend and implement improvements that increase efficiency and data quality

Documentation: Creating and maintaining comprehensive documentation of processes, requirements, and system configurations

Platform & Integration Management: Oversee system health and configurations, managing third-party integrations and troubleshooting complex technical issues to ensure operational stability

Vendor Relations & Performance: Act as the liaison for external vendors to manage SLAs, coordinate technical updates, and align product roadmaps with business goals

Technical Translation & Feasibility: Bridge the gap between business needs and technical constraints by assessing the feasibility of requests and translating them into system-ready configurations

Handle confidential and sensitive strategic matters with the utmost discretion and integrity

Demonstrate fair, ethical, and equitable business practices

Learn eagerly, share knowledge appropriately, and improve continuously

Demonstrate successful planning and problem-solving skills, including multitasking and working well within tight timelines

Work, communicate, and collaborate effectively with others

Demonstrate attention to detail and accuracy in all work

Demonstrate a commitment to fostering and maintaining an environment of belonging

Other relevant duties and responsibilities as assigned

Qualification

SalesforceRequirements ElicitationBusiness Process MappingGenesysDocumentationLearning AgilityCommunicationCollaborationAttention to DetailProblem-Solving

Required

Proficiency in gathering requirements, mapping business requests to technical capabilities, and process documentation

Excels at communication and collaboration across multiple stakeholder priorities

End-user experience with Salesforce, such as data analysis, Service Cloud, or NPSP

Experience with Genesys or another enterprise-level contact center platform

Proficiency in spoken and written English

Preferred

Experience working contractor or vendor technical teams

Experience with Salesforce administration and configuration

Salesforce certification(s) such as Administrator or Platform App Builder

Experience with Genesys implementation, configuration, or administration

Experience with community building platforms (eg Invision) and trust & safety platforms (eg ActiveFence)

Familiarity with Contact Center operations, metrics (e.g., AHT, FCR, CSAT), and best practices

Knowledge of nonprofit fundraising and development

Highly skilled at learning technical systems and processes, and communicating technical requirements to non-technical stakeholders

Benefits

Comprehensive health coverage, including plans that support various gender affirmation care needs

Mental health resources, with access to virtual care and a variety of in and out of network options for support

403(b) retirement plan with a 3% employer match, vesting over three years

Generous paid time off and company holidays to rest and recharge

Employee Assistance Program (EAP) offering confidential emotional support, work-life solutions, financial and legal guidance, and online resources

Remote work flexibility from anywhere in the continental U.S., Alaska, or Hawaii- with provided technology, a home office setup reimbursement, and a monthly internet reimbursement