Business Analyst, Professional Service Systems

Business Analyst, Professional Service Systems

Join Udemy. Help define the future of learning.

Udemy is an AI‑powered skills acceleration platform that personalizes learning and focuses on real‑world impact. Over 80 million learners and 17 000 businesses already learn with Udemy. If you’re excited by change, energized by learning, and ready to have a real impact, you’ll feel right at home.

This is an in‑office position, requiring three days a week in the office (Tuesday, Wednesday, Thursday) with flexibility on Mondays and Fridays.

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 Rev Ops teams to translate complex business processes into efficient system solutions using Certinia PSA and Salesforce Sales Cloud.

• Lead discussions with PS, CS and Rev Ops leaders to understand strategic goals and identify implementation phases.
• Translate existing business processes or future objectives into clear technical requirements and functional specifications.
• 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.

• 7+ years of hands‑on experience administering Salesforce Sales Cloud.
• 5+ years of experience as a business analyst or similar role focusing on translating business requirements into technical solutions.
• 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.

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

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.

Hiring compensation range: $122,000 – $153,000 USD (base salary) plus equity.

Benefits vary by region. For details on region‑specific benefits, please refer to the information provided during the hiring process.

At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. We understand that not everyone will match each of the qualifications, but we invite you to apply.