Sr. Business Systems Analyst

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

What is The Role

We’re seeking a Senior Business Systems Analyst (BSA) to serve as a strategic liaison between IT and the business, driving scalable solutions that empower our Services and Education organizations. In this role, you’ll be responsible for designing, optimizing, and maintaining the business architecture and processes that support our teams through Professional Services Automation (PSA), enabling them to quote, sell, deliver, and manage services with greater efficiency.

Leveraging your expertise in Salesforce and Certinia (FKA FinancialForce) PSA, you will collaborate with business partners, end users, and leadership teams to improve workflows, translate business needs into clear requirements, and deliver solutions that reflect simplicity and precision. You’ll take a strategic, data-driven approach to agile development and craft thoughtful technology roadmaps that balance current priorities with future scalability.

You are a curious problem-solver who’s not afraid to dive into complex systems, learn new tools, or explore how integrations can drive the PSA lifecycle forward. You proactively communicate, anticipate partner needs, and bring a passion for automation, efficiency, and detail. Your recommendations are thoughtful, well-informed, and lead to tangible business impact.

• Serve as a subject-matter expert on Certinia (FKA FinancialForce) PSA, with strong functional knowledge across core features and related integrations.

• Build and nurture strong relationships with key business stakeholders to establish a solid, trusted foundation for ongoing partnership and collaboration

• Translate complex business needs into clear functional requirements; own requirements gathering, feature design, documentation, and end-user testing across enhancement requests and projects.

• Apply a design-led mindset to partner with Services & Education Strategic Operations teams to optimize PSA; define enhancements and support ongoing maintenance.

• Maintain a holistic view of business processes, users, and data flows to anticipate functional impacts of configuration updates, workflow changes, and reporting requirements.

• Communicate complex system concepts in simple, approachable language through written materials, verbal communication, and visual presentations.

• Develop and maintain system documentation, including configuration, data mapping, functional designs, test cases, and enablement materials.

• Validate software quality by executing functional testing; collaborate with technical teams to identify and resolve defects and ensure solution aligns with business requirements.

• Prepare clear documentation and presentations outlining current-state and future-state PSA processes and architecture.

• Proactively identify opportunities to streamline processes, improve user experience, and deliver scalable automation; recommend solutions aligned with business goals and company strategy.

• Contribute to cross-functional initiatives and IT projects; coordinate with BSAs and partners to ensure alignment, knowledge sharing, and coordinated