Business Systems Analyst, Commerce Operations

Job Description

At Fitbit, our mission is to help people lead healthier, more active lives by empowering them with data, inspiration and guidance to reach their goals.

We started our journey in 2007—as a team of two with one big idea. Since then, we’ve grown to more than 1,700 employees, sold over 90 million devices, and built a health and wellness community across the globe. In fact, the Fitbit Community has taken enough steps to walk from the Sun to Pluto and back again! Offering award-winning products, a top-rated mobile app and an easy-to-use dashboard, Fitbit provides personalized experiences that help our users reach their goals. With a reenergized focus on innovative devices, interactive experiences, and enterprise health, we are transforming the way consumers and businesses see health and fitness.

From your first steps as a Fitbitter, you will be at the forefront of developing new products. Our culture combines the spirit of a startup with the advantages of being public. We offer a competitive benefits package and amazing perks like unlimited snacks, Friday happy hours, a wellness stipend, and a strong focus on a healthy work-life balance.

In addition, we have made the following commitments to accelerate our high-performance culture and deliver on our business priorities:

• Champion the customer- to keep all of our customers top of mind, working to improve their experience and increase their satisfaction/loyalty
• Rally Together- to work as one, global, cross-functional team because together we get to stronger outcomes
• Embrace the Challenge- to recognize our unique opportunity to make an impact, taking ownership and initiative to advance our mission.

Fitbit’s HQ is located in the heart of San Francisco and we have additional offices in Boston, San Diego, Salt Lake City, Dublin, Bucharest and in various other markets around the world. Think you’ve found your fit?

What You'll Work On:

We are looking for an analytical and self-motivated problem solver to join our Customer Service Tools team as a Business Systems Analyst. You’ll play a key role in managing Salesforce tools that are integral to our e-commerce support operations. An ideal candidate is someone who has a strong understanding of operational processes and loves to problem solve and be proactive. This individual will be someone with excellent communication skills, who will work directly with CS, Commerce, and Engineering teams to translate business requirements into well architected Salesforce solutions. This person will also monitor our existing toolset to ensure that it’s functioning optimally, and look for ongoing opportunities for improving our tools and business processes. As a member of the CS Tools team, this person may also help to define requirements and implement other CS Tools, or help with ongoing updates and improvements to the overall CS toolset.

Responsibilities:

• Manage the development and ongoing improvement of Customer Support tools in Salesforce, with a focus on commerce support tools.
• Work with CS, Planning and eCommerce teams to determine requirements, and partner with engineering teams to build/update/test tooling.
• Manage and implement updates to Commerce systems for new products, countries, and workflows including SKU and inventory management
• File, track and manage JIRA tickets related to tooling improvements and fixes
• Handle administrative functions in Salesforce including reports and dashboards, workflows, users, roles, profiles, groups, queues, sharing rules and other setup options
• Make updates to Salesforce configuration to ensure optimal functioning of support tools and customer support rep accounts.
• Respond to CS team members’ requests related to functionality, feature activation, and tuning.
• Document and maintain business requirements, workflows, and systems configurations.
• Participate in the design of new tools/systems to address growing/changing business needs
• Assist with product/project management of other CS Tools as needed.

Required Skills:

• Strong understanding of Customer Support and/or e-Commerce operations, and proven ability to translate business needs into product and technical requests.
• Proven core Salesforce System Administration skills and knowledge. At least 1 year of Salesforce administration experience strongly preferred.
• Strong oral and written communication skills. Experience collaborating effectively with multiple stakeholders and teams.
• Demonstrated problem solving aptitude, including working with others to quickly reach sustainable resolutions.
• Bachelor’s degree or equivalent number of years’ work experience.
• Understanding and appreciation for working in an agile / scrum environment.
• Excellent teamwork skills, flexibility, and ability to handle multiple concurrent tasks.
• Experience and passion for identifying ways to do things better and a sense of ownership that leads to the creation and implementation of new better methods and practices.

Fitbit is proud to be an equal opportunity employer. We recruit, hire, train, promote, pay, and administer all personnel actions without regard to race, color, ancestry, national origin, citizenship, religion, age, sex (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), sex stereotyping (including assumptions about a person’s appearance or behavior, gender roles, gender expression, or gender identity), sexual orientation, gender, gender identity, gender expression, marital status, medical condition, mental or physical disability, military or veteran status, genetic information or other statuses protected by law. We interpret these protected statuses broadly to include both the actual status and any perceptions and assumptions made regarding these statuses.

San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance Fitbit will consider for employment qualified applicants with arrest and conviction records.