Principal Business Systems Analyst

As the Principal BSA, you'll lead the transformation of our customer-facing community into a digital platform. You will collaborate with cross-functional teams to develop strategies that enhance the customer journey. Our culture of collaboration and data-driven insights will empower you to drive success across Akamais global services. As a Business Systems Analyst Principal, you will be responsible for: Defining and executing the strategic vision to evolve our customer community into a digital engagement platform. Collaborating with Knowledge Base, Customer Voice, Project Managers, and Customer Success to align community with organizational goals. Driving enhancements in case, project, and success management within the community to boost customer engagement. Using data and customer insights to refine the digital services strategy and enhance user engagement. Managing the evolution of community features by integrating AI, chatbots, and self-service tools for seamless engagement. Leading cross-team projects, managing timelines, resources, and stakeholder communication to ensure successful program delivery To be successful in this role you will: Bring 10+ years of experience in business systems analysis, focusing on digital transformation and customer platforms. Demonstrate ability to define and manage product roadmaps and lead large-scale digital initiatives from vision through execution. Have good understanding of customer engagement strategies, including case management, project management, and success management. Demonstrate exceptional communication skills, with experience in stakeholder management and driving cross-functional collaboration. Have expertise in Salesforce Experience Cloud administration or other CRM tools. Utilize expertise in data analysis and tools like Google Analytics, Tableau, Salesforce, and JIRA to optimize performance. Have experience with AI/ML integrations, chatbots, and digital self-service solutions Role: Analytics Consultant Industry Type: IT Services & Consulting Department: Data Science & Analytics Employment Type: Full Time, Permanent Role Category: Business Intelligence & Analytics Education UG: Any Graduate PG: Any Postgraduate read more Key Skills Data analysisGoogle AnalyticsProject managementCloudManagementCustomer engagementStakeholder managementPrincipalCRMSalesforce