Business Analyst, Professional Service Systems

Where we work

Udemy is a global company headquartered in San Francisco, with additional U.S. offices in Denver and Austin, and international hubs in Australia, India, Ireland, Mexico, and Türkiye. This is an in-office position, requiring three days a week in the office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays.

About your skills

You are an experienced business systems professional with deep expertise in professional services automation and a passion for optimizing customer lifecycle processes. You bring a unique combination of technical proficiency, strategic business understanding, and analytical problem-solving skills that enable you to design and implement solutions that enhance professional services delivery and customer success outcomes.

• Strategic Thinking - You excel at understanding professional services business models and customer success strategies, translating organizational objectives into actionable system requirements. You can see how Salesforce and other system capabilities connect to drive project profitability, resource optimization, and customer satisfaction outcomes.

• Problem Solving - You thrive on analyzing complex challenges and finding innovative ways to leverage Salesforce functionality to streamline processes. When faced with unique project delivery requirements, you can design creative solutions that improve efficiency while maintaining system integrity and user experience.

• Technical Expertise - You possess advanced Salesforce Sales Cloud administration skills with deep hands-on experience configuring complex workflows. You understand the technical architecture needed to support project delivery, resource management, and customer success processes. You are excited by the opportunity to develop expertise in Certinia and other business systems. 

• Collaboration: You excel at building relationships with team members and both technical and non-technical business partners to deliver integrated solutions that meet business objectives.

A note about Certinia experience:

• While Certinia experience is not required for this role, willingness to learn Certinia is necessary. We are open to hiring talented Salesforce professionals who are committed to learning Certinia in their first 30 days. 

• We understand a ramp period may be necessary to achieve expert-level knowledge of all aspects of Certinia PSA module, including project accounting, resource scheduling, timesheet management, expense management, and professional services billing

About this role

As a Salesforce Business Analyst you will focus on scaling the systems and workflow that support Udemy’s professional services delivery and customer success operations. You will work closely with Professional Services, Customer Success and RevOps teams to translate complex business processes into efficient system solutions using Certinia PSA and Salesforce Sales Cloud.  While initially focused on our PS processes with Certinia PSA, you will have opportunities to expand into the broader Customer Success and Renewals motions.

What you’ll be doing

• Lead discussions with PS, CS and RevOps leaders to understand strategic goals and identify implementation phases

• Translate existing business processes or future objectives into clear technical requirements and functional specifications with Jira, Google Docs, and process flow diagrams.

• Configure new Salesforce or Certinia features and automation to support process management, resource allocation, time tracking and billing processes

• Assist with user acceptance testing, quality assurance processes, and deployment activities to ensure successful project delivery and user adoption

• Collaborate with Business Systems project managers, solution architects and developers to design, scope, and deliver complex enhancements and cross-functional  projects

• Identify opportunities to leverage Salesforce and Certinia features to automate manual processes and improve operational efficiency across the PS and CS lifecycle

• Contribute to roadmap and prioritization planning with your peers and business partners

What you’ll have

• 7+ years of hands on experience administering Salesforce Sales Cloud, with emphasis on supporting global SaaS companies that integrate third party applications with Salesforce

• 5+ years of experience as a business analyst or similar role with focus on translating business requirements into technical solutions

• Required Salesforce certifications:

  • Salesforce Administrator

  • Platform App Builder

• Experience working in an agile development environment with regular sprint cycles

• Excellent communication and collaboration skills, with the ability to translate technical concepts to non-technical stakeholders

• Curiosity and drive to learn new applications and tools that can be leveraged in the Salesforce GTM ecosystem.

Posting Date: 10/17/2025

Application window: 10/17/2025 - 10/31/2025