• Perform diagnostics based on data analyses, KPIs, etc., for business areas across companies in diverse industries • Develop management and executive presentations with the results of the conducted process diagnostics and prepare the presentation • Define and evaluate process improvement initiatives for the analyzed processes, design implementation plans and monitor the results achieved • Conduct interviews and facilitate workshops with area stakeholders to map processes, identify deviations/bottlenecks and root causes • Support scope control and escalation management to ensure adherence to schedule and scope • Work as part of a team and communicate assertively • Act as the project reference, proposing solutions and proactively supporting project demands • Interact with the project team, the client and other stakeholders to diagnose needs and review solution designs; able to define and execute stakeholder engagement strategies and develop/apply action plans for stakeholder management • Support other consultants with project tasks • Analyze documents, databases/reports and build analyses

• Execução de diagnósticos com base em análises de dados, KPIs, etc... de áreas de negócios em empresas de segmentos diversos; • Desenvolvimento de apresentações (gerenciais e executivas) com os resultados do diagnóstico de processos realizado e construir a apresentação • Definição e Valoração de iniciativas de melhoria dos processos estudados, desenho de plano de implementação e acompanhamento dos resultados obtidos. • Realizar entrevistas e conduzir workshops com stakeholders das áreas para mapeamento de processos, identificação de desvios / gargalos e causas raízes; • Apoiar no controle do escopo do projeto e a gestão do processo de escalonamento para garantir o respeito do cronograma e do escopo; • Atuar com trabalho em equipe, boa assertividade na comunicação; • Ser a referência do projeto, propondo soluções e suportando as demandas do projeto de forma pró-ativa. • Interagir com a equipe do projeto, com o cliente e outros Stakeholders para diagnóstico de necessidades e revisão de desenho de soluções, sendo capaz de definir/executar estratégia de engajamento dos stakeholders e desenvolver/ aplicar o plano de ação para a gestão dos Stakeholders; • Suportar os demais consultores nas demandas de projeto • Analisar documentos, bases de dados/relatórios e construir análises

• Lead the evaluation and rollout of self-service and AI tooling strategies that reduce ticket volume and improve customer and agent outcomes • Drive the unification of support operations across NMI's multiple brands into a cohesive, consistent experience • Build the reporting and metrics infrastructure that gives support leadership and the broader business clear visibility into performance, trends, and health of the organization • Establish operational rhythms — cadences, scorecards, and review frameworks — that keep the org organized and moving • Partner with cross-functional teams to execute on initiatives that require alignment across Product, Engineering, and Finance • Own the execution of high-priority initiatives across the support organization, from scoping through delivery, with minimal supervision • Build and implement the self-service and AI tooling strategy for Customer Support, identifying opportunities to reduce friction for customers and improve efficiency for agents • Lead the operational integration of support functions across NMI's brand portfolio, driving consistency in process, tooling, and performance standards • Develop and maintain the reporting framework that tracks KPIs, metrics, and trends — delivering clear, actionable insights to support leadership and cross-functional stakeholders on a regular cadence • Establish and own the operational rhythms of the support org including monthly, quarterly, and annual planning cycles, performance reviews, and OKR tracking • Identify inefficiencies across support operations and drive process improvements and automation that reduce manual work and increase team capacity • Serve as a cross-functional liaison, partnering with Product, Engineering, Finance, and other teams to align on shared priorities and drive execution • Build toward becoming a strategic thought partner to the VP of Support — surfacing problems proactively, developing recommendations, and taking increasing ownership over time • Document SOPs, frameworks, and operational processes to build institutional knowledge and ensure scalability • Contribute to a culture of data discipline, continuous improvement, and operational excellence across the support organization

Pie's mission is to empower small businesses to thrive by making commercial insurance affordable and as easy as pie. We leverage technology to transform how small businesses buy and experience commercial insurance. Like our small business customers, we are a diverse team of builders, dreamers, and entrepreneurs who are driven by core values and operating principles that guide every decision we make. Pie Insurance is seeking a US-based Senior Business Systems Analyst to join our agile Business Systems team, with a primary focus on Zuora Billing & Revenue and additional responsibilities across adjacent finance systems. This role is critical to maintaining, optimizing, and enhancing Pie’s subscription management and billing platform, and is ideal for someone who brings deep Zuora and financial systems expertise, enjoys solving complex business and systems challenges, and wants to help scale finance as business models evolve. You will lead 2 to 3 cross-functional workstreams, shape problem definition and end-to-end solution approaches (not just ticket configuration), and build scalable capabilities through strong documentation, QA, and enablement. You will also mentor analysts and business partners, represent Business Systems with senior stakeholders, and translate ambiguous business needs into well-structured configurations while communicating clearly with both technical and non-technical audiences. Zuora expertise is non-negotiable, and familiarity with related systems such as Salesforce or Telecom/IVR is a plus. How You’ll Do ItDesign & Configure - Gather requirements, design, implement, and maintain configurations and customizations of Zuora applications to meet needs of the Finance team. - Develop 6-12 month roadmaps for Zuora ecosystem to scale finance and support our evolving business. - Partner with Software Engineers and Integrations team to design, build, and test integrations and customizations. - Architect complex customizations and enhancements to improve Zuora performance and users experience. - Create and maintain key product documentation, including technical specs, process maps, and customer journey artifacts. - Identify high-value problems and prioritize initiatives. Collaborate & Communicate - Navigate ambiguity and work autonomously to resolve issues with users, stakeholders, and leaders across the business. - Translate business intent into system requirements — bridging the gap between what stakeholders ask for and what should actually be built. - Train, educate, and coach business lines to increase self-sufficiency in owning and managing their data. - Lead and maintain partnerships with stakeholders across the business while influencing best practices and balancing competing priorities. Execute & Maintain - Triage escalated incidents or support tickets, while sometimes helping with front-line support. - Anticipate 2nd order impacts of changes in Zuora, Salesforce, etc. - Maintain Zuora ecosystem application with platform updates and releases. - Own change management and release processes in the Zuora ecosystem. - Maintain data integrity across the Zuora platform and integrated systems. - Identify opportunities for process improvement and automation across Zuora and the Financial ecosystem. - Provide support as-needed to the broader Business Systems team and other applications (e.g. Salesforce, Five 9 Telecom, or other insurance applications). The Right Stuff - 5+ years minimum experience with Zuora Billing and Revenue. - Zuora Certified Administrator. - 5+ years of hands-on Financial Systems administration experience, including NetSuite, Sage, MS Dynamics, SFDC Financial Cloud, or Similar systems. - Deep understanding of Subscriptions billing modules and/or Advanced Revenue Management. - Proven experience building, enhancing and managing Zuora Workflows, Scripts and Customizations. - Comfort with Zuora Reporting, Data Query and SQL to support reporting needs. - Willingness to learn and support other Business Applications like Telecom/IVR, Salesforce, Sage, and other applications as needed. - Demonstrated ability to translate business requirements into Zuora configurations — not just execute tickets, but articulate why one design or delivery approach is better than another. - Proven ability to work independently in a remote-first environment and operate effectively with ambiguity. - Willingness to learn and build Integrations in iPaaS (Workato) and understand existing Custom Coded integrations. The use of AI in Application Review: To support a fair, efficient, and consistent hiring process, we use AI-powered tools to assist in the initial screening of applications. These tools help us identify qualifications and prior work experiences that align with the requirements of the role. We may also use AI assistant video tools during interviews to support note-taking and candidate evaluation. All AI-powered outputs are still subject to human oversight and decision-making at multiple stages of the process. By submitting your application, you acknowledge and consent to Pie utilizing these AI technologies to assist in our evaluation process. Base Compensation Range $110,000—$140,000 USD Compensation & Benefits - Competitive cash compensation - A piece of the pie (in the form of equity) - Comprehensive health plans - Generous PTO - Future focused 401k match - Generous parental and caregiver leave - Our core values are more than just a poster on the wall; they’re tangibly reflected in our work Making every part of working with us "Easy as Pie" - including our offer process. When we find someone we'd like as a Pie-oneer (a member of our team), we move quickly to put together a fair offer based on your skills, experience, location, and compensation expectations. Each year Pie reviews company performance and may grant discretionary bonuses to eligible team members. Location Information Unless otherwise specified, this role is remote. Remote team members must live and work in the United States (territories excluded) and have access to reliable, high-speed internet. Additional InformationPie Insurance is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic. Pie Insurance participates in the E-Verify program. Please click here, here and here for more information. Pie Insurance is committed to protecting your personal data. Please review our Privacy Policy. Safety First: Pie Insurance is committed to your security during the recruitment process. We will never ask you for credit card information or ask you to purchase any equipment during our interview or onboarding process. Pie Named to 2025 America's Best Startup Employers Pie Insurance 2025 State of Workplace Safety Report #LI-REMOTE #BI-REMOTE