We are seeking a senior Business Systems Analyst whose primary focus is Services within Salesforce CPQ — scoping, pricing, and quoting Advanced Services and Support offerings — with secondary ownership of Zuora Billing, ServiceNow Sales and Order Management (SOM), ServiceNow Professional Services Automation, and ServiceNow CRM. This individual will be a strategic partner to Services, Sales, Finance, and IT, with the business acumen and confidence to collaborate effectively to balance competing priorities and keep large-scale transformation programs on track.
This senior-level role owns how Advanced Services and Support offerings are scoped, configured, priced, and quoted inside Salesforce CPQ, while also supporting the broader quote-to-cash and PS delivery ecosystem across Zuora Billing and ServiceNow SOM/CRM and ServiceNow Professional Service Automation. You will partner directly with Advanced Services, Services Product Management, Sales, Deal Desk, Finance, and IT to translate ambiguous or competing requests into defensible requirements that achieve program outcomes — and hold the line on scope, data integrity, and system design when stakeholders or IT push for shortcuts. This is a hybrid role requiring 2-3 days per week in Santa Clara, CA.
Key Responsibilities
Services Scoping, Configuration & Quoting
- Develop requirements and process design for how Services are discovered, scoped, configured, and quoted in CPQ, including Logik.io configuration rules.
- Lead the business side of the New Service Introduction (NSI) process — assessing impact on existing offerings, defining new PS-SKUs, and determining fixed vs. custom pricing before a service is quotable.
- Translate NSI/service-brief outputs into CPQ configuration (catalog placement, approval thresholds, Zuora billing/subscription setup) so new services launch quote-ready.
- Govern the intake process for new service SKUs so Services Ops, Finance, and Delivery have visibility into how each service is scoped, priced, approved, and billed.
- Push the CPQ services framework toward config-driven onboarding of new/updated services rather than net-new development.
CPQ, Billing & Order Management
- Support requirements and future-state workflow design across Salesforce CPQ, Zuora Billing, ServiceNow SOM, and ServiceNow CRM.
- Conduct As-Is/To-Be analysis and validate cross-system logic — pricing, discount/approval workflows, subscription-to-billing linkages, and order-to-invoice accuracy.
- Partner with Salesforce, Zuora, and ServiceNow architects to validate builds against approved designs; support UAT planning and defect triage.
Business Partnership & Program Management
- Act as a trusted advisor to Services, Sales, and Finance leadership, evaluating requests for revenue, margin, and compliance impact — not just technical feasibility.
- Push back constructively on stakeholders and IT when a request adds risk, scope creep, or deviates from strategy, and bring forward better alternatives.
- Manage competing priorities across a multi-workstream transformation program; maintain process maps, decision logs, and requirements traceability.
- Contribute well-structured user stories/acceptance criteria in Agile ceremonies, and proactively flag risks and dependencies to leadership.
Qualifications
- 5+ years as a senior BSA, functional consultant, or transformation lead, with direct experience scoping or quoting Professional/Advanced Services within a CPQ platform.
- Implementation experience with one or more major CPQ platforms (Salesforce, Oracle, Logik.ai) (pricing configuration, approval workflows, quote-to-order);
- Implementation experience with Zuora Billing (subscriptions, invoicing, revenue/billing reconciliation) and ServiceNow SOM/CRM preferred.
- Professional services background preferred — direct experience scoping, pricing, or delivering services gives critical context for configuring them accurately in CPQ.
- Strong business acumen and demonstrated ability to push back constructively on stakeholders and IT when strategy, data integrity, or scalability are at risk.
- Experience in large-scale, strategic transformation programs, with strong documentation (Lucidchart/Visio/Miro) and facilitation skills; familiarity with Agile/Jira.
- Ability to organize and lead process and requirements workshops / design sessions with minimal supervision.
- Bachelor's degree in Business, Information Systems, Finance, or related field preferred — or equivalent experience.
Preferred Skills
- Professional Services delivery, pricing, or operations background (e.g., SOWs, service cost/margin models).
- Salesforce CPQ, Zuora, and/or ServiceNow certifications.
Core Competencies
- Services Domain Expertise – Understands how Services are scoped and delivered well enough to configure them accurately in CPQ.
- Business Acumen & Collaboration– Evaluates requirements from multiple sources and collaborates effectively with stakeholders/IT to best balance goals with complexity.
- Strategic & Systems Thinking – Anchors decisions to the program's long-term direction and translates complexity into structured requirements.
- Documentation & Accountability – Produces reliable artifacts and surface risks early.
