Senior Business Systems Analyst

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 400,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.

About the Role:

Gusto is seeking a talented and motivated Senior Salesforce Business Systems Analyst with 10+ years of experience to join our Business Systems team. This role will support either our Revenue Systems or Unified Service Platform team, depending on fit and interest. The ideal candidate thrives on asking “why,” challenging the status quo, and building scalable, forward-thinking solutions that empower teams and improve the customer experience.

You’ll work cross-functionally with leaders across Sales, Customer Experience, Product, Engineering, and Operations to lead initiatives that optimize our internal tools—primarily Salesforce—and drive operational excellence. You will own the translation of business needs into technical requirements, lead end-to-end system implementations, and help shape the strategy and roadmap for critical GTM and service systems.

Here’s what you’ll do day-to-day:

• Partner with stakeholders to understand business needs, pain points, and objectives, translating them into clear technical requirements and thoughtful solutions.
• Own and manage the configuration, enhancement, and administration of our Salesforce platform (Sales Cloud and Service Cloud), ensuring it scales with Gusto’s growth.
• Lead cross-functional initiatives to introduce new tools, enhance workflows, and optimize our broader Revenue and CX systems landscape—including platforms like NICE CXOne, Chili Piper, Outreach, RingLead, ZoomInfo, Catalyst, and others.
• Drive roadmap development for GTM and Service technologies, aligning system priorities with strategic business goals.
• Identify and implement automation opportunities and process improvements to reduce inefficiencies and increase team productivity.
• Collaborate closely with developers and platform engineers to assess build vs. buy options and ensure high-quality, scalable technical implementations.
• Support platform governance, integration best practices, and data quality across tools and teams.
• Own platform communication strategy, ensuring clear updates, documentation, and enablement for all users and stakeholders.
• Manage platform support operations, triaging reported issues, prioritizing fixes, and ensuring proper resolution through backlog management and story assignment.

Here’s what we're looking for:

• 10+ years of experience as a Business Systems Analyst or similar role, supporting Revenue and/or Customer Experience organizations.
• 8+ years of hands-on Salesforce experience, including strategic platform ownership, solution design, configuration, and stakeholder management.
• Deep expertise with Salesforce Sales and/or Service Cloud, with a proven ability to design and deliver complex, scalable solutions.
• Experience working with a variety of GTM and CX tools (e.g., NICE CXOne, Chili Piper, Outreach, RingLead, ZoomInfo, Qualtrics, Catalyst).
• Demonstrated ability to analyze data, optimize processes, and drive operational improvements through technology.
• Experience with change management, stakeholder enablement, and cross-functional collaboration in a fast-paced environment.
• Ability to write clear, actionable requirements and partner effectively with Salesforce developers to deliver business value.
• Excellent communication skills and experience influencing stakeholders at all levels—from end users to executive sponsors.
• Salesforce certifications (Advanced Administrator, Business Analyst, Sales Cloud Consultant, Platform App Builder, etc.) strongly preferred.

This role offers the opportunity to make a meaningful impact by shaping how Gusto’s internal systems enable our GTM and service organizations to scale and succeed. If you’re passionate about solving business problems with technology and thrive in a collaborative, fast-moving environment—we’d love to hear from you.

Learn more about the team:

• Our Engineering Culture and Values
• How We Built a Service-Driven Team
• Our Diversity Goals and Efforts

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

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