Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI. WHAT IS THE ROLE We’re seeking a Senior Business Systems Analyst (BSA) to serve as a strategic liaison between IT and the business, driving scalable solutions that empower our Services and Education organizations. In this role, you’ll be responsible for designing, optimizing, and maintaining the business architecture and processes that support our teams through Professional Services Automation (PSA), enabling them to quote, sell, deliver, and manage services with greater efficiency. Leveraging your expertise in Salesforce and Certinia (FKA FinancialForce) PSA, you will collaborate with business partners, end users, and leadership teams to improve workflows, translate business needs into clear requirements, and deliver solutions that reflect simplicity and precision. You’ll take a strategic, data-driven approach to agile development and craft thoughtful technology roadmaps that balance current priorities with future scalability. You are a curious problem-solver who’s not afraid to dive into complex systems, learn new tools, or explore how integrations can drive the PSA lifecycle forward. You proactively communicate, anticipate partner needs, and bring a passion for automation, efficiency, and detail. Your recommendations are thoughtful, well-informed, and lead to tangible business impact. WHAT YOU WILL BE DOING * Serve as a subject-matter expert on Certinia (FKA FinancialForce) PSA, with strong functional knowledge across core features and related integrations. * Build and nurture strong relationships with key business stakeholders to establish a solid, trusted foundation for ongoing partnership and collaboration * Translate complex business needs into clear functional requirements; own requirements gathering, feature design, documentation, and end-user testing across enhancement requests and projects. * Apply a design-led mindset to partner with Services & Education Strategic Operations teams to optimize PSA; define enhancements and support ongoing maintenance. * Maintain a holistic view of business processes, users, and data flows to anticipate functional impacts of configuration updates, workflow changes, and reporting requirements. * Communicate complex system concepts in simple, approachable language through written materials, verbal communication, and visual presentations. * Develop and maintain system documentation, including configuration, data mapping, functional designs, test cases, and enablement materials. * Validate software quality by executing functional testing; collaborate with technical teams to identify and resolve defects and ensure solution aligns with business requirements. * Prepare clear documentation and presentations outlining current-state and future-state PSA processes and architecture. * Proactively identify opportunities to streamline processes, improve user experience, and deliver scalable automation; recommend solutions aligned with business goals and company strategy. * Contribute to cross-functional initiatives and IT projects; coordinate with BSAs and partners to ensure alignment, knowledge sharing, and coordinated delivery across domains. WHAT YOU BRING * 5+ years experience in Business Systems Analysis & design on the Salesforce platform. * 3+ years hands-on experience with Certinia (FKA FinancialForce) PSA. * Experience partnering with a Services organization to support delivery, enablement, and process optimization. * Experience designing, implementing, and supporting large-scale, complex Salesforce + PSA solutions in a production environment. * Hands-on expertise with PSA capabilities including Project Management, Resource Management, Time & Expense, Billing, and Revenue Recognition. * Familiarity with CPQ and Quote-to-Cash processes, particularly how quoting and order data integrate into PSA project structures; ability to partner with CPQ stakeholders to support upstream workflows. * Experience developing business processes and requirements for integrations with boundary systems (e.g., ERP such as NetSuite). * Broad and deep understanding of the Salesforce ecosystem, including data model, platform capabilities, and integrations. * Strong understanding of QA and UAT processes; able to define acceptance criteria, support functional validation, and partner with QA and business users to ensure successful testing outcomes. BONUS POINTS * Salesforce certifications (Admin, Business Analyst) * Certinia PSA certifications (Implementation Consultant, System Admin) * Deep knowledge of Certinia PSA best practices * Understanding of CPQ, Order Management, and Quote-to-Cash * Familiarity with ERP and integration platforms * Strong analytical + problem-solving skills * Ability to translate business needs into scalable, low-friction system solutions * Excellent documentation skills (diagrams, standards, playbooks) * Collaborative, proactive self-starter: highly detail oriented with a passion for continuous learning, strong multi tasking abilities and a track record of driving results in a dynamic environment *   Compensation for this role is in the form of base salary.  This role does not have a variable compensation component.   The typical starting salary range for new hires in this role is listed below.  In select locations (including Seattle WA, Los Angeles CA, the San Francisco Bay Area CA, and the New York City Metro Area), an alternate range may apply as specified below.  These ranges represent the lowest to highest salary we reasonably and in good faith believe we would pay for this role at the time of this posting.  We may ultimately pay more or less than the posted range, and the ranges may be modified in the future.   An employee's position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs. Elastic believes that employees should have the opportunity to share in the value that we create together for our shareholders. Therefore, in addition to cash compensation, this role is currently eligible to participate in Elastic's stock program.  Our total rewards package also includes a company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings, along with a range of other benefits offered with a holistic emphasis on employee well-being. The typical starting salary range for this role is: $94,300—$149,200 USD The typical starting salary range for this role in the select locations listed above is: $113,300—$179,200 USD ADDITIONAL INFORMATION - WE TAKE CARE OF OUR PEOPLE As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do. We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do. * Competitive pay based on the work you do here and not your previous salary * Health coverage for you and your family in many locations * Ability to craft your calendar with flexible locations and schedules for many roles * Generous number of vacation days each year * Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service * Up to 40 hours each year to use toward volunteer projects you love * Embracing parenthood with minimum of 16 weeks of parental leave Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation. We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email [email protected]. We will reply to your request within 24 business hours of submission. Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster) Elasticsearch develops and distributes technology and information that is subject to U.S. and other countries’ export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Syria, or Russia, including the Ukrainian territories annexed by Russia (The Crimea region of Ukraine, The Donetsk People's Republic (DNR), The Luhansk People's Republic (LNR), Kherson or Zaporizhzhia). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic. Please see here for our Privacy Statement.