About this role.
This Business Systems Analyst owns and optimizes the Services technology stack, centered on Salesforce, Gainsight, and Pendo. The role administers configurations, permissions, automations, reporting, integrations, and data quality across these platforms, including Staircase AI. It partners with central Salesforce and IT teams while supporting Client Success, Support, Onboarding, and Professional Services stakeholders. Key priorities include implementing AI-enabled workflows, maintaining reliable Salesforce-Gainsight synchronization, and translating operational needs into scalable solutions. The position is a remote U.S. full-time role with up to 10% travel.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
5/5Communication Load
4/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I establish field-mapping documentation, monitor sync jobs and API errors, and create regular reconciliation checks for critical objects and fields. When issues occur, I assess the business impact, identify whether the root cause is configuration, data, permissions, or API behavior, and validate the fix in a controlled environment before release.
I would begin by mapping the current process and defining measurable outcomes, then configure automation with clear entry criteria, exception handling, ownership rules, and auditability. After deployment, I would monitor adoption and error rates, collect stakeholder feedback, and iterate to improve reliability and reduce manual effort.
I would use a transparent intake and prioritization model that considers customer impact, operational risk, compliance, effort, strategic alignment, and dependencies. I would communicate trade-offs and expected timelines clearly, reserve capacity for urgent production issues, and maintain a visible roadmap for planned improvements.
I would first identify a specific, high-volume workflow where AI can safely improve speed or consistency. I would define data-access controls, human review points, success metrics, and test cases, then pilot the capability with a small user group before expanding it based on quality, adoption, and risk results.
I trace the health-score inputs back through Gainsight rules, source fields, Salesforce records, integration mappings, and sync logs to isolate where the data became inaccurate. I then correct the root cause, backfill or recalculate affected records as appropriate, validate results with business owners, and document preventive monitoring or controls.
Rithum™ is the world’s most trusted commerce network, accelerating how brands, suppliers, and retailers work together to deliver seamless e-commerce experiences. We provide an unmatched platform for brands and retailers, enabling them to accelerate growth, optimize operations across channels, scale product offerings and enhance margins.
Today, more than 40,000 companies trust Rithum to grow their business across hundreds of channels, representing over $50 billion in annual GMV. Using our commerce, marketing, and delivery solutions, our customers create optimized consumer shopping journeys from beginning to end.
Overview
As a Business Systems Analyst, you own the platforms our Brands and Retailers services organizations runs on: Gainsight, Salesforce, and Pendo, with room to absorb adjacent tools as we add them. You are the single technical owner who holds the cross-tool context: how a Salesforce field feeds a Gainsight health score that drives a Pendo-guided workflow. In this role, you keep these systems healthy and coherent, accelerate the AI initiatives that depend on them, and enable Client Success, Support, Onboarding, Professional Services, Managed Services, and the broader services organization to get more value from the tools we already have.
All team members are expected to leverage AI to work smarter, accelerate decision-making, automate repeatable work, and improve outcomes. You are encouraged to continuously identify opportunities to apply AI, data, and scalable processes to enhance productivity, drive innovation, and deliver greater value for our clients, partners, and teams while maintaining appropriate judgment, quality, security, and compliance.
Responsibilities
Salesforce
- Administer Salesforce for Services in the Brands and Retailers Business Units organization, including configuration, automation, permissions, and deployments.
- Partner with the central Salesforce and IT teams to coordinate releases and enterprise platform changes.
- Configure AI capabilities, including Agentforce, AI case summaries, case classification, and response drafting.
- Translate business requirements into scalable platform solutions.
Gainsight
- Administer Gainsight, including health scoring, automation, programs, dashboards, and reporting.
- Maintain Salesforce-Gainsight integrations, monitoring APIs, data synchronization, and platform performance.
- Administer Staircase AI integration and ensure customer health data remains accurate and actionable.
- Build scalable automations and maintain sustainable platform configuration aligned with the established roadmap.
Pendo
- Administer Pendo, including configuration, guides, permissions, and feature enablement.
- Analyze adoption data and provide recommendations that improve product adoption and operational effectiveness.
- Enable self-service capabilities while maximizing platform utilization.
Cross-Platform Administration & Optimization
- Maintain reliable integrations and data consistency across Salesforce, Gainsight, Pendo, Staircase AI, and other supported platforms.
- Troubleshoot system, integration, and data quality issues while minimizing operational disruption.
- Support Services teams by balancing platform requests through established prioritization processes.
- Assume ownership of additional Services technologies as the technology portfolio evolves.
- Identify opportunities to improve efficiency through AI, automation, and repeatable processes.
- Maintain current platform certifications and stay informed on emerging capabilities across supported technologies.
- Collaborate closely with peers across the Brands and Retailers services organizations to ensure platform optimization.
Qualifications
Minimum Qualifications
- 2+ years of experience administering Salesforce and Gainsight.
- Experience configuring enterprise applications, automation, permissions, integrations, and data management.
- Experience supporting APIs, data synchronization, and cross-platform system dependencies.
- Ability to translate business requirements into scalable technical solutions.
- Strong analytical and problem-solving skills with the ability to diagnose and resolve technical and data quality issues.
- Ability to manage competing priorities while supporting multiple stakeholder groups.
- Experience using AI tools (e.g., ChatGPT, Microsoft Copilot, Claude) to improve productivity through documentation, communication, data analysis, automation, or workflow optimization.
- Proficiency with Microsoft Office, including Excel.
Preferred Qualifications
- Bachelor’s degree.
- 4+ years of enterprise systems administration experience.
- Administrator certification in Salesforce, Gainsight, Pendo, or comparable platforms.
- Experience with Salesforce-Gainsight integrations, customer health scoring, and Journey Orchestrator (Programs).
- Experience implementing Salesforce AI capabilities (e.g., Agentforce or Einstein) or comparable AI technologies.
- Experience supporting Client Success, Support, Onboarding, or Services Operations in a SaaS or commerce technology environment.
- Strong communication, organization, and process improvement skills.
Travel Required
Up to 10%
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
What it’s like to work at Rithum
When you join Rithum, you can expect to work with smart risk-takers, courageous collaborators, and curious minds.
As part of the Rithum team, you are valued, supported, and included. Guided by a transparent culture and accessible, approachable leadership, we offer career opportunities aligned to your ambitions and talents. To ensure work and life balance works for you, we also offer an array of resources to support you and your families, including comprehensive benefits and wellness plans.
At Rithum you will:
- Partner with the leading brands and retailers.
- Connect with passionate professionals who will help support your goals.
- Participate in an inclusive, welcoming work atmosphere.
- Achieve work-life balance through remote-first working conditions, generous time off, and wellness days.
- Receive industry-competitive compensation and total rewards benefits.
We believe in transparency and fairness in our compensation practices.
For this position, the expected base pay range is: $65,000-$117,000 per year.
This range represents the base pay for the role across all U.S. locations and is determined based on market data, internal equity, and experience. Final compensation may vary depending on geographic location, skills, and relevant experience.In addition to base pay, we offer a discretionary bonus for non-sales roles, a comprehensive benefits package, and, where applicable, sales incentives.
For this position, the expected discretionary bonus is 10% of the annual base salary.
Benefits
- Medical, dental and vision benefits: Affordable health care plans and company HSA contributions, starting on Day 1
- A 6% 401(k) match
- Competitive time off package with 20 days of Paid Time Off, 9 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; at 3 years of service PTO increases to 22 days, and at 5 years it increases to 25 days
- 12 weeks primary caregiver leave & 4 weeks secondary caregiver leave
- Accident, critical illness, and hospital indemnity insurance
- Pet insurance
- Legal assistance and identity theft insurance plans
- Life insurance 2x salary
- Access to the Calm app and the Employee Assistance Program
- $65/month Remote work stipend for internet
- Culture and team-building activities
- Tuition assistance
- Career development opportunities
- Charitable contribution match up to $250 per year
Rithum is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other protected characteristic. All employment is decided on the basis of qualifications, merit, and business need.
We’re committed to providing reasonable accommodations in accordance with the law for qualified applicants. If you require assistance during the interview process due to a medical condition or need support accessing our website or completing the application process, please reach out to us by completing the Accommodations Request Form. Your comfort and accessibility are important to us, and we’re here to ensure a seamless experience as you explore opportunities with our team.
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