• Reviewing and managing real-time/intraday workforce management of front office contact center functions • Creating reports and analyzing data to improve caller experience • Work queue management and front line production staff performance management • Optimize back office and call center operational activity

As a business strategy analyst, you help develop plans and business intelligence; monitor business plans and performance; set targets; identify opportunities to improve service delivery; and develop and deliver business strategies and solutions aligned with the business architecture of various initiatives, including the organizational shift and transformation. You analyze the organization’s business needs and business context on large-scale, innovative projects and initiatives. You formalize business objectives and their value to the organization. You help identify, clarify the scope of, assess and recommend business solutions. From needs assessment to rollout, you analyze the impact of solutions on the organization and ensure they are integrated. Your projects and initiatives require extensive, in-depth knowledge of your field. You make recommendations on the planning and execution of operationally and conceptually complex projects and initiatives that require comprehensive analysis and understanding of the organization and line of business and the ability to manage uncertainty and ambiguity. Coordination is critical, so you frequently interact with stakeholders working in many other fields. Interpersonal savvy and the ability to balance the interests of multiple parties are therefore essential. You lead and serve as specialist to teams and decision-making bodies. More specifically, you will be required to: - Analyze costs, benefits, risks, constraints, business opportunities and stakeholder needs in terms of project scope, and identify, formalize and communicate needs and requirements - Formalize objectives, help identify value for the organization and model business processes - Work with users to develop solutions that are aligned with the business objectives, analyze impacts on the various stakeholders, identify prerequisites and internal dependencies, ensure a cross-sector vision of the solution and perform end-to-end requirements traceability - Help develop testing strategies and acceptance testing plans, and support the business sector during solution rollout - Help develop change management strategies and carry out related activities. What we offer* - Competitive salary and annual bonus - 4 weeks of flexible vacation starting in the first year - Defined benefit pension plan that provides predictable, stable income throughout retirement - Group insurance including telemedicine - Reimbursement of health and wellness expenses and telework equipment * Benefits apply based on eligibility criteria. What you bring to the table - Bachelor's degree in a related field - A minimum of six years of relevant experience - Please note that other combinations of qualifications and relevant experience may be considered - Knowledge of French is required - Advanced proficiency of English due to the nature of the duties or work tools or because the position involves interactions with English-speaking partners, members and/or clients Action oriented, Ambiguity, Customer Focus, Differences, Interpersonal Savvy, Nimble learning, Stakeholders Trade Union (If applicable) At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve. If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask! Job Family Administration (FG) Unposting Date 2026-04-24

Title: CRM Business Analyst Location: Budapest Hungary Full time Remote The CRM Business Analyst, reporting to the Sr Manager, Systems Operations, is an experienced individual contributor responsible for day-to-day Salesforce.com administration, documenting business requirements and standard operating procedures, and responding to technical questions from end users. This role is primarily tactical in nature and requires independent execution, strong operational judgment, and consistent delivery in a fast-paced environment. Examples of current initiatives include sales process updates, quoting process improvements, territory and user access maintenance, reporting enhancements, and service cloud support. Responsibilities - Independently support end user technical needs for a global team in a timely manner (24-hour response rate) - Serve as a primary point of contact for Salesforce.com administrative support and issue resolution - Develop and maintain SOP documentation for deployments and ongoing process updates - Develop, maintain, and enhance reports and dashboards for operational analysis and decision support - Maintain lead routing, role hierarchy, territory alignment, user access, and system permissions within Salesforce.com - Identify, document, and escalate system bugs or issues to IT teams, providing clear detail and impact - Collaborate with IT partners on user stories, testing, validation, and deployment support In line with the 4I values of Integrity, Intensity, Innovation, and Involvement that form the foundation of the Thermo Fisher ways of working, this role demonstrates intensity and accountability in supporting Digital Science Global Services’ CRM operations and optimizing day-to-day performance. Business Partnership - Partner with commercial stakeholders to support operational needs and CRM effectiveness - Support sales teams as primary stakeholders, with additional support for marketing, finance, and learning & development Knowledge, Skills, and Abilities - Strong hands-on experience administering Salesforce.com in a business environment - Highly responsive and service-oriented, with the ability to manage multiple requests under time pressure - Excellent communication and interpersonal skills, with credibility when working with diverse stakeholders - Strong attention to detail and commitment to data accuracy and quality - Proven ability to prioritize work, exercise sound judgment, and deliver reliable results independently - Experience supporting users in a global organization - Strong analytical, planning, and reporting skills - Collaborative working style and discretion when handling confidential information - Tech savvy; highly skilled with Excel, PowerPoint, Teams, and Salesforce.com - Experience with Asana, LinkedIn Sales Navigator, Clari, SurveyMonkey, and Xactly Incent - Adaptable, self-directed contributor comfortable working under pressure Requirements - Bachelor’s degree in business, STEM, or equivalent experience - 5+ years of experience in an administrative role within the Salesforce.com ecosystem - Salesforce Administrator certification a plus, but not required - Experience developing end-user training and support documentation - Demonstrated ability to meet tight deadlines and provide timely, high-quality solutions What We Offer: - Competitive Compensation Package: Benefit from a competitive salary, Cafeteria benefits (SZÉP-card allowance), and an annual performance-based bonus. Flexible working arrangements and monthly pension fund contributions after six months of employment are also included. - Comprehensive Health & Well-being Support: Enjoy a Medicover health insurance package with health screenings, life, accident, and critical illness insurance, as well as access to discounted dental care services. Stay active with a discounted All You Can Move Sport Pass and relax in our dedicated office areas equipped with massage chairs. - Career Growth & Professional Development: Advance your skills through soft and hard skill training, continuous learning opportunities, and complimentary language courses available after three months of employment. - Modern & Convenient Work Environment: Work in a modern office featuring standing desks and ergonomic chairs, located approximately 10 minutes from the city center, with complimentary parking provided. - Inclusive, Multilingual Culture: Join our multilingual work environment with native colleagues, fostering a vibrant, collaborative atmosphere supported by innovative technology. - Engaging Community & Events: Participate in exciting team and company events, including social responsibility initiatives and after-hours activities, as we celebrate diversity and shared achievements.

The Opportunity As Coursedog’s Business Systems Lead, you’ll own and evolve the systems that power our revenue engine, with a primary focus on Salesforce. Sitting within the centralized Systems team, this is a player-coach role that blends product ownership, delivery leadership, and hands-on building. You’ll be responsible for shaping the Salesforce roadmap, translating business needs into scalable solutions, and ensuring our systems enable teams to move efficiently and make data-driven decisions. While Salesforce is the core platform, this role carries operational ownership across the full GTM systems ecosystem — including billing, support tooling, and revenue operations infrastructure — ensuring these systems are stable, scalable, and tightly integrated. You'll partner closely with GTM, Customer Experience, Finance, Operations, and Product & Engineering to identify opportunities, prioritize work, and deliver high-impact improvements. Operating under the strategic direction of the VP of Enterprise Systems & Architecture, you’ll own day-to-day operations, delivery, and stakeholder relationships across the systems portfolio while leading a small offshore team. You’ll own sprint delivery and continuously improve how systems are designed, built, and maintained. With a strong focus on AI and automation, you’ll help modernize workflows, reduce manual effort, and create a more intelligent, scalable systems foundation. This role is ideal for someone who thrives in both strategy and execution — equally comfortable defining roadmap priorities and jumping into Flow Builder to solve complex problems. If you’re energized by untangling complexity, building elegant solutions, and driving meaningful impact across the business, this is an opportunity to shape a critical function at Coursedog. This role offers a competitive base salary ranging from $110,000 - $130,000, depending on experience. The position also includes a performance-based variable compensation plan, bringing the total on-target earnings (OTE) to $120,000 - $150,000 when goals are met. What You’ll Own Salesforce Product Ownership - Roadmap & Backlog: Own the Salesforce product roadmap and manage the systems team’s Jira sprint cadence: write and groom tickets, run sprint planning and retrospectives, prioritize enhancements and tech debt, and keep delivery visible and predictable for stakeholders. - Requirements & Discovery: Lead stakeholder discovery sessions, write user stories with clear acceptance criteria, and translate business needs into specs that your offshore admin team can execute with precision.  - Process Design: Map current-state and future-state workflows, identify gaps, and define scalable solutions before a single Flow is created. - Release Management: Coordinate UAT, release readiness, and post-launch adoption across GTM, Customer Experience, Operations and Finance — ensuring what ships actually sticks. - Stakeholder Communication: Serve as the communication hub between business stakeholders and the delivery team — running standups, managing async coordination with the offshore admin team, writing release notes, and presenting roadmap progress to leadership. Systems Ownership - GTM Ecosystem Operations: Maintain operational health and day-to-day support across Coursedog's GTM systems portfolio — including Maxio, Service Cloud, DealHub, Pardot, Tableau, Outreach, Clay, and integration tooling — ensuring platforms are stable, accessible, and fit for purpose as the stack evolves. - Functional Team Support: Serve as the technical delivery partner for functional leads across RevOps, Customer Success, and Product & Engineering Operations — translating their business needs into system solutions, triaging issues, and managing a prioritized queue of requests across the portfolio. - Integration Layer Awareness: Maintain working familiarity with how data and workflows move across the ecosystem via integration and automation tooling (currently Workato, Zapier, and n8n), coordinating with the VP of Enterprise Systems & Architecture on design decisions and escalations. - Stakeholder Prioritization: Own the prioritization of GTM systems work — balancing functional team needs against capacity and strategic direction, managing trade-offs, and maintaining visibility for stakeholders on what's in flight, what's next, and what's been deferred. Escalate to the VP of Enterprise Systems & Architecture where cross-functional or architectural decisions require broader input. - Platform Judgment: Approach the systems portfolio with curiosity and a bias toward simplification — able to quickly develop working knowledge of new tools, evaluate fit, and form a point of view on what's worth keeping, consolidating, or replacing. Delivery Management - Offshore Team: Direct and coordinate a team of 3 offshore Salesforce Administrators/ Developers — assign work, review builds, provide QA feedback, and ensure output meets architecture and quality standards. - Jira Sprint Management: Own the systems team’s Jira board end-to-end — create and refine tickets, run sprint ceremonies, manage velocity, and maintain a healthy backlog that maps clearly to the product roadmap. - Spec Quality: Write tickets and specs with enough clarity that offshore admins can execute with minimal back-and-forth — detailed enough to build from, not so prescriptive that good judgment gets squeezed out. Hands-On Building - Flow Architecture: Design and build complex Salesforce Flows — record-triggered, scheduled, autolaunched — that replace manual processes and fragile legacy automations. - Configuration & Data Model: Own object design, field management, validation rules, page layouts, permission sets, and profiles — keeping the org clean as it scales. - Reporting & Dashboards: Build the reports and dashboards that Sales, CS, and Finance actually use — tied to real KPIs, not just data dumps. - Integration Oversight: Define requirements and review technical designs for integrations within the broader  ecosystem; get hands-on with configuration when needed. - Tech Debt Remediation: Audit the org for broken flows, dead fields, redundant automations, and governor limit risks — and systematically fix them. AI & Automation - Agents: Identify, design, and deploy AI agent use cases. - Agentic Workflow Design: Map manual, repetitive GTM processes (lead routing, case escalation, forecast nudges) and build autonomous agent flows that remove friction without adding complexity. - Continuous Evaluation: Stay current on Salesforce platform releases (3x/year), evaluate new AI capabilities against real use cases, and bring a POV to the team on what's worth piloting.