Thanks for your interest in Success Academy! Running the largest, fastest-growing, and highest-performing network of public charter schools in New York City takes a village - families, children, teachers, staff and faculty, advocates and supporters alike. We would love to welcome you to our community! We work tirelessly every day to ensure each child in NYC has access to a fun, rigorous, whole-child education regardless of zip code or economic status. When you join SA, you play a part in giving every student who walks through the doors of one of our 57 schools in NYC a fair shot at reaching his or her potential.

Job Description

A CX Technology Associate is a key role in organizations that use our critical systems related to our SA Families. They act as a bridge between stakeholders, such as business teams and developers, to ensure that business needs are accurately translated into solutions. The CX Technologies Associate works closely with stakeholders on business requirements, drafting training materials, and conducting ticketing support across IT projects.

Key systems include:

• Family enrollment and registration tool (Salesforce Education Cloud CRM)
• Family communications tool (Parentsquare)
• Family help desk management (Salesforce Service Cloud)
• Event management (Splash)
• Family telephony solution (Aircall)

Position Summary

We are seeking a motivated and detail-oriented Associate-Level Business Analyst to join our team. In this role, you will assist in implementing, maintaining, and optimizing CX tools and technologies, ensuring seamless integration with business processes to enhance customer satisfaction and operational efficiency.This entry-level position is ideal for someone eager to develop their business analysis skills and contribute to meaningful projects in a collaborative environment.

Key Responsibilities

• Requirements Gathering & Analysis
• Assist in eliciting, documenting, and analyzing business and system requirements.
• Support the creation of user stories, use cases, and process flows.
• Collaborate with internal teams, including business stakeholders, developers, and project managers.
• Documentation & Reporting
• Develop and maintain clear, concise, and comprehensive documentation, such as requirements documentation, process maps, and functional specifications.
• Assist in creating progress reports, dashboards, and presentations for stakeholders.
• Data Analysis
• Collect, validate, and analyze data to identify trends, gaps, or inefficiencies.
• Prepare basic data summaries to support business decisions.
• Process Improvement
• in identifying inefficiencies in current processes and suggest improvements.
• Work with teams to implement process changes and measure their impact

Testing Support

• Participate in User Acceptance Testing (UAT) by helping to develop test plans, scripts, and scenarios.
• Track and report issues or bugs identified during testing.
• Ticketing Support
• Handle and resolve user or internal team inquiries submitted through a ticketing system. These responsibilities span across multiple domains to ensure a smooth issue resolution and user satisfaction.
• Track and report issues or bugs identified.

Required Skills

**Review the recommended skills for a business application manager to ensure a successful implementation.

• Analytical Thinking: Ability to break down problems, identify patterns, and recommend actionable solutions.
• Technology Implementation: Support the deployment and optimization of CX platforms such as Salesforce Service Cloud, CRM tools, chatbots, customer portals, or other digital tools.
• Communication: Strong verbal and written skills to work effectively with cross-functional teams.
• Collaboration: Team-oriented mindset to work with stakeholders, product teams, or other analysts.
• System Support & Maintenance : Collaborate with IT and CX teams to troubleshoot and resolve technical issues, ensuring all CX systems run smoothly.
• Training & Documentation : Assist in creating user training materials, FAQs, and technical documentation for CX tools to empower employees and end users.
• Customer Feedback Integration : Collaborate with the CX team to integrate customer feedback into technical systems and recommend actionable improvements.

Skills & Key Competencies

• Attention to Detail: Ability to create precise and thorough documentation. Strong problem-solving skills and technical aptitude.
• Time Management: Capable of prioritizing multiple tasks and meeting deadlines.
• Collaboration: Team player with a willingness to learn from others and share knowledge. Excellent written and verbal communication skills. Experience working collaboratively across teams to deliver customer-focused solutions.
• Adaptability: Comfortable in a dynamic environment with changing priorities. Familiarity with customer service best practices and KPIs.
• Knowledge of CX tools such as CRM platforms, customer analytics software, and automation tools.

Qualifications

• Experience: 2-4 years of experience in a business analysis or related role (internship experience is acceptable). Familiarity with project management or business analysis tools (e.g., JIRA, Confluence, Monday.com).

  Compensation Range

Annual Salary: $75,000.00 - $90,000.00

Exact compensation may vary based on skills and experience.

Already an employee of Success Academies? Please go to your Okta Dashboard> Workday> Applications> Career to apply via our Internal Careers page.

We are an equal opportunity employer and value diversity at our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We actively seek applications from people of all backgrounds to strengthen our community and the perspectives needed to flourish in a multicultural world. Success Academy offers a full benefits program and opportunities for professional growth. Learn more about our philosophy, benefits, and team at https://jobs.successacademies.org/working-here/ .

Success Academy Charter Schools does not offer employment-based immigration sponsorship.

Our dual mission is to: Build exceptional, world-class public schools that prove children from all backgrounds can succeed in college and life; serve as a catalyst and national model for school reform, and help change public policies that prevent children from having access to opportunity.