Business Systems Analyst

Company Description

About Allergan Aesthetics

At Allergan Aesthetics, an AbbVie company, we develop, manufacture, and market a portfolio of leading aesthetics brands and products. Our aesthetics portfolio includes facial injectables, body contouring, plastics, skin care, and more. Our goal is to consistently provide our customers with innovation, education, exceptional service, and a commitment to excellence, all with a personal touch. For more information, visit https://global.allerganaesthetics.com/. Follow Allergan Aesthetics on LinkedIn.

Job Description

We're seeking a technically-savvyBusinessAnalyst to bridge the gap between our Customer Operations project specialists and Business Technology development teams. You'll be the 'technical translator' who speaks both business and developer language fluently, reducing clarification cycles and accelerating our call center system enhancements. As our team's technical capabilities mature, this role will evolve from requirements translation into strategic analysisevaluating implementation processes, analyzing system performance (e.g.Salesforce case management, chat/SMS adoption), and assessingemerging technologiesparticularly AI solutionsto drive continuous improvement across our call center operations.

Key Responsibilities

Technical Bridge

• Act as primary liaison between project specialists and Business Technology teams
• Translate business requirements into detailed technical specifications and user stories with clear acceptance criteria
• Proactively identify and clarify technical ambiguities before they reach development
• Leverage Salesforce expertise (custom objects, validation rules, flows, reporting) to design solutions
• Participate in Scrum/Kanban ceremonies (sprint planning, refinement, stand-ups) and backlog prioritization
• Facilitate workshops to align business and technology objectives

Strategic Analysis

• Analyze enhancement implementation workflows and metrics (cycle time, clarification requests, rework rates) to identify process improvements
• Monitor and evaluate Salesforce case management, chat/SMS adoption trends, and agent experience data
• Conduct feasibility assessments, impact analysis, and gap analysis for system improvements
• Perform comparative analysis of emerging technology solutions, particularly AI capabilities
• Conduct pre- and post-go-live data analysis to evaluate system change effectiveness

Quality \& Enablement

• Coordinate User Acceptance Testing with comprehensive test scenarios
• Develop technical documentation, templates, and training materials to upskillteam members
• Lead knowledge-sharing sessions to build team technical fluency

Qualifications

Required Qualifications

• 5\+ years as Business/Systems Analyst with 2\+ yearsofSalesforceexperience
• Proven experience in preparing and maintaining a comprehensive range of technical and business documentation, includingbut not limited to:

+ Functional, Business, and System Requirements

+ Use Case Specifications

+ Data Models

+ User Stories

+ Requirements Traceability Matrices

+ Process maps, adapted to various methodologies (such as Agile or Waterfall) and organizational standards

• Strong understanding of enterprise systems, development processes, and agile methodologies
• Experience working closely with software development teams
• Proficiency in translating business concepts into technical documentation
• Analytical skills with process improvement experience
• Experience with data analysis/visualization tools and presenting insights
• Familiarity with API concepts, data models, and system integrations
• Comfortable with technical tools (Jira, Confluence, etc.)
• Excellent communication and collaboration skills across cross-functional teams
• Track record of knowledge transfer and enabling non-technical stakeholders

Preferred Qualifications

• Bachelors degree inapplicable field of study preferred
• Salesforce certifications (Admin, Business Analyst, or related)
• Contact center/customer service systems experience
• Experience with AI/emerging technology implementation or evaluation

Success Metrics

• Reduced requirement clarification cycles and faster sprint velocity
• Decreased post-implementation rework
• Higher developer and project specialist satisfaction
• Actionable insights driving system optimization
• Measurable improvement in team technical fluency

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state orlocal law:

• The compensation range described below is the range of possible base pay compensation that the Companybelieves ingood faith it will pay for this roleat thetimeofthis posting based on the job grade for this position.Individualcompensation paid within this range will depend on manyfactors including geographiclocation,andwemay ultimately pay more or less than the posted range. This range may bemodified in thefuture.
• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick),medical/dental/visioninsurance and 401(k) to eligibleemployees.
• This job is eligible toparticipate in our short-term incentiveprograms.

Note: No amount of payis considered to bewages or compensation until such amount isearned, vested, anddeterminable.Theamountandavailabilityof anybonus,commission, incentive, benefits, or any other form ofcompensation and benefitsthat areallocable to a particular employeeremains in the Company'ssoleandabsolutediscretion unless and until paid andmay bemodified at the Companys sole and absolutediscretion, consistent withapplicable law.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.

US \& Puerto Rico only - to learn more, visithttps://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US \& Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html