Business Systems Analyst Experience Management Qualtrics Medallia or Similar Platforms

About the Role
We are looking for a Business Systems Analyst to support and enhance enterprise Experience Management platforms used across Customer Experience, Customer Success, UX Research, and Product teams.
This role sits at the intersection of business needs and technology. You will work closely with business stakeholders, enterprise technology teams, and external vendors to understand requirements, troubleshoot system challenges, improve existing solutions, and support the delivery of new capabilities.
Qualtrics is a key platform within the environment, but prior Qualtrics experience is not required. We are also interested in professionals who have worked with Medallia, survey management, Experience Management, service management, or comparable enterprise SaaS platforms and have the technical foundation to quickly learn a new system.This is not a pure development role. We are looking for someone who is technically strong, curious, comfortable navigating complex systems, and equally capable of communicating with business and technical stakeholders.
What You'll Do
Support the administration, configuration, maintenance, and continuous improvement of Qualtrics and related Experience Management platforms.Investigate and troubleshoot platform issues, existing configurations, survey logic, workflows, data flows, permissions, distributions, reporting, and other system functionality.Develop a strong understanding of the existing Qualtrics environment, including solutions originally implemented by external professional services teams, and help build greater internal knowledge of the platform.Partner with business stakeholders to understand what they need, why they need it, and how technology can best support the requirement.Translate business requirements into system configurations, enhancements, technical requirements, or development requests.Support the design, configuration, testing, and launch of new surveys, feedback programs, workflows, dashboards, reports, alerts, and platform enhancements.Coordinate with enterprise technology teams when solutions require integrations, source data, APIs, Salesforce support, or changes outside of the Experience Management platform.Help manage dependencies between Qualtrics and other enterprise systems, particularly environments where Salesforce serves as an important source of customer data.Work closely with technical teams without necessarily being the person responsible for developing every integration, API, webhook, or custom solution.Partner with external vendors and internal teams through recurring meetings, roadmap discussions, troubleshooting sessions, and implementation activities.Coordinate multiple stakeholders across Customer Experience, Customer Success, Technology, UX Research, Product, and other functions.Communicate project status, technical challenges, dependencies, risks, requirements, and upcoming changes clearly to both technical and non-technical audiences.Support platform governance, including user access, roles, permissions, configuration consistency, data quality, security, and operational best practices.Assist with testing and validation of changes in an environment where platform updates may have direct impact on business users and customers.Stay current on platform capabilities and identify opportunities to improve existing processes, workflows, and solutions.What We're Looking For — Must-HavesExperience supporting, administering, configuring, analyzing, or owning an enterprise business system, SaaS platform, or comparable technology environment.Strong technical aptitude with the ability to understand how complex business systems are configured, identify problems, troubleshoot issues, and work toward solutions.Experience serving as a bridge between business stakeholders and technical teams, including gathering requirements and translating business needs into system or technical requirements.Experience working with Qualtrics, Medallia, Experience Management platforms, survey platforms, service management tools, CRM systems, or similar enterprise software.Ability to understand system integrations and data flows and effectively collaborate with technical teams responsible for APIs, integrations, infrastructure, or development.Strong stakeholder management and communication skills, with experience working across multiple teams and explaining technical concepts to non-technical audiences.Experience coordinating system enhancements, implementations, projects, or programs, including requirements gathering, testing, stakeholder communication, and follow-up.Strong troubleshooting and problem-solving skills with the ability to investigate unfamiliar systems and understand how existing solutions have been configured.Ability to operate independently in an environment with multiple stakeholders, priorities, dependencies, and ongoing platform improvements.Professional English communication skills suitable for regular interaction with business stakeholders, technical teams, and external vendors.Ability and willingness to work under a hybrid model requiring approximately 50% onsite presence, with flexibility in how onsite attendance is distributed according to business policy.
Strong Nice-to-Haves
Experience in any of the following would be highly valuable, but candidates are not expected to have every skill listed below:Hands-on Qualtrics XM administration or configuration.Medallia or another Experience Management / Voice of Customer platform.Survey design, survey logic, distribution, response management, or feedback programs.Salesforce or Salesforce-connected business processes.APIs, webhooks, JSON, or enterprise system integrations.JavaScript or other scripting experience used to extend platform functionality.Dashboards, reporting, alerts, and data visualization.User access, permissions, governance, and enterprise platform security.Vendor management or experience working with external technology partners.Customer Experience or Customer Success technology environments.