Business Systems Support Analyst
About Mimecast
Mimecast is a leading cybersecurity company that helps organizations protect their people, data, and communications. With over 42,000 customers worldwide, Mimecast has a long history of excellence in Data Archiving and eDiscovery and is recognised as a Leader in the Gartner Magic Quadrant for Digital Communications Governance and Archiving Solutions.
We are pioneers in Human Risk Management, recognizing that people are both an organization's greatest asset and its most significant security vulnerability. Our platform addresses the human element of cybersecurity through advanced threat detection, awareness training, Incydr risk management, and data governance. Our Governance, Compliance & Insight products play a critical role in this mission, ensuring that communications data is archived, discoverable, and compliant, enabling organizations to manage the risk that stems from human actions.
AI-First Engineering at Mimecast
Mimecast is an AI-First engineering organization. Our teams actively leverage AI-powered development tools across all facets of engineering, from code development to testing, documentation, and operations. We're looking for leaders who don't just use AI tools but champion their adoption and establish new ways of working.
Our AI leadership extends beyond how we build to what we build. Our Mihra AI agent delivers 7x faster threat response for customers, and we're recognized as "Agents of Change" in Human Risk Management. Engineers here work at the intersection of cutting-edge AI tooling and AI-powered security products that protect organizations worldwide.
Overview
We are looking for a Business Systems Support Analyst to support business-critical applications across Salesforce, Netsuite and our other related enterprise systems.
This role is ideal for someone with strong application support experience, good Salesforce functional knowledge, and the ability to troubleshoot user issues, manage support tickets, work with cross-functional teams, and support business operations across multiple systems.
The position will primarily focus on Salesforce production support, while also providing support across connected business platforms such as NetSuite, Boomi integrations, Partner Portal, CPQ, and other internal business applications.
What You Will Work On
As a Business Systems Support Analyst, you will support day-to-day business operations across key systems and processes, including:
- Salesforce Support: user queries, access requests, reports, dashboards, data visibility issues, validation errors, workflows, approvals, and process-related support.
- NetSuite Support: finance-related user requests, role/access issues, approval workflows, transaction-related queries, invoice or order-related support, and coordination with finance users.
- Boomi / Integration Support: initial investigation of integration-related issues, failed syncs, data flow concerns, error identification, and coordination with integration or technical teams.
- Partner Portal Support: partner user access, login issues, role-based visibility, request routing, and support for partner-facing business processes.
- CPQ / Quote-to-Cash Support: support for quote, opportunity, order, approval, billing, and downstream process-related issues.
- Reporting & Dashboards: support users with reports, dashboards, KPIs, saved views, and operational reporting requirements.
- Ticket & Incident Management: triage, prioritization, SLA-based resolution, escalation handling, documentation, and user communication.
- Process Improvement: identify recurring issues, support gaps, and opportunities to improve user experience and operational efficiency.
Key Responsibilities
- Provide functional support for Salesforce and related business systems used across Sales, Finance, Customer Experience, Partner Operations, and Go-To-Market teams.
- Triage, investigate, and resolve application support tickets within agreed SLA timelines.
- Support users with how-to queries, troubleshooting, access issues, reporting requests, and process guidance.
- Investigate issues related to Salesforce objects, fields, reports, dashboards, workflows, validation rules, permissions, approval flows, and data visibility.
- Support NetSuite-related user requests, including access, approvals, finance workflows, and business process queries.
- Perform initial analysis of Boomi/integration-related issues and coordinate with technical teams for resolution.
- Support Partner Portal-related access, visibility, and user support requests.
- Collaborate with Salesforce admins, NetSuite teams, integration teams, QA, business stakeholders, and technical teams to resolve complex or recurring issues.
- Maintain SOPs, FAQs, resolution notes, knowledge articles, and support documentation.
- Support system enhancements, feature rollouts, process changes, testing activities, and business adoption.
- Identify support trends, recurring issues, and process gaps, and recommend improvements.
Required Skills & Experience
- 3–5 years of experience in business systems support, application support, Salesforce support, or IT support operations.
- Hands-on experience supporting Salesforce in a production environment.
- Good understanding of Salesforce objects, fields, reports, dashboards, workflows, validation rules, permissions, and security model.
- Experience working with ticketing tools such as Zendesk, ServiceNow, Jira, or similar platforms.
- Strong understanding of incident management, SLA-based support, prioritization, and escalation handling.
- Ability to troubleshoot user issues, identify root causes, and provide clear resolutions.
- Strong communication skills with the ability to work effectively with business users and technical teams.
- Ability to manage multiple priorities in a fast-paced support environment.
- Strong analytical and problem-solving skills with attention to detail.
Good to Have
- Exposure to NetSuite, Boomi, CPQ, Partner Portal, ERP systems, or quote-to-cash processes.
- Familiarity with Workday or other HR/People systems from a functional support or integration perspective.
- Salesforce Administrator certification or similar Salesforce certification.
- Experience supporting teams across Sales, Finance, Customer Success, Partner Operations, Support, or Go-To-Market functions.
- Understanding of integrations from a functional support perspective.
- Experience creating SOPs, support documentation, knowledge articles, and user training material.
- Experience supporting UAT, system enhancements, and process improvement initiatives.
Ideal Candidate
The ideal candidate should be a strong business systems support partner who can support users across multiple enterprise applications, not just resolve tickets.
This role requires someone who can understand business impact, communicate clearly with users, troubleshoot issues effectively, coordinate with technical teams, and contribute to continuous improvement across support operations.
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Belonging at Mimecast
Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.
We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.
We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.
Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
