Sr Business Systems Analyst - Post Sales

Dynatrace is seeking a Business Systems Analyst who will work with the Post Sales domain within the greater Transformation Office organization. This individual should be highly experienced with CRM and post-sales technology platforms and have strong communication, documentation, and stakeholder management fundamentals.

This role requires someone who can confidently work with stakeholders and guide them in the right direction with an inherent drive for process and delivery excellence. This role will heavily focus on Customer Success, Support, and Professional Services processes though may expand into other areas of the post-sales lifecycle.

• Lead the creation, documentation, and presentation of business process flows, both as-is and to-be
• Partner with all D1/Post Sales business functions to formalize functional and non-functional requirements in a user-story format
• Influence business stakeholders on industry best practice, keeping focus on core requirements, and using horizontal thinking (end-to-end, dependencies, etc.) to ensure successful solutions
• Partner with Product Owners to manage a backlog of work
• Primary liaison to the delivery teams for business process and requirements to deliver work in an Agile Scrum process (user story, Acceptance Criteria, pointing, etc.)
• Collaborate with the integration team as the process SME, familiarity with source-to-target requirements
• Communicate relentlessly – document decisions and risks and ensure full visibility to Product Owners and impacted stakeholders
• Work amongst peers to create and adhere to BSA standards to create a Center of Excellence (consistent way of working, templatized documentation, etc.)
• Understand customer success, support, and professional service processes from the lens of both the customer and the operations teams responsible for managing data and working with the system, thinking about scale

• Salesforce experience (Sales Cloud and/or Service Cloud)
• Totango or other Customer Success Platform (CSP) experience is a plus
• Extensive experience documenting processes, requirements gathering, and stakeholder management
• Strong understanding of Agile Scrum and Software Development Life Cycle (SDLC)
• JIRA experience (JIRA user story writing)
• Demonstrated ability to elicit requirements from business stakeholders and navigate conflicting requirements and multiple stakeholders from different functions
• Familiarity with vendor assessment and integrations
• Organized, with attention to detail emphasizing process, completeness, and accuracy
• Impeccable communication skills, with the ability to concisely summarize takeaways, escalations, and next steps to a diverse group of peers
• Comfort and default behavior to challenging the what and why, consistently validating information with your own research and analysis
• Ability to self-manage and deliver high quality software that meets end user needs

• Dynatrace is a leader in unified observability and security.
• We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
• Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
• You'll get to work at the forefront of innovation with Dynatrace Intelligence—the industry's first agentic operations system. Bringing together deterministic and agentic AI, it helps teams understand what's happening, why it matters, and what to do next— automatically.
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.