Product Analyst, Salesforce

We are seeking a detail-oriented, hands-on Product Analyst to join our Business Information Systems (BIS) team. Working closely with the Product Manager, this individual will be responsible for defining, documenting, testing, and delivering enterprise capabilities supporting our Product Business Systems (PBS), the internal systems that support our Product organization, focusing on two main areas: business systems’ products and pricing, and software provisioning, usage, and overage.

This role will support both Kaseya’s current operating environment and its future-state transformation. PBS is a newly formed team and growing fast! PBS capabilities are supported across platforms including Salesforce, NetSuite, integrations, and our Kaseya products, including Kaseya One. 

As Kaseya advances its transformation, this role will help support the transition to a more scalable future-state architecture anchored by Salesforce Revenue Cloud Advanced (RCA), Salesforce Commerce Cloud, Oracle ERP, and related boundary applications.

The ideal candidate will understand how the Lead-to-Cash process works at an Enterprise SaaS company and will be comfortable turning business needs into detailed Jira stories, acceptance criteria, and test cases. Hands-on exposure to configuring Products and Pricing, bundle configurations, and provisioning software licenses through different integration tools (MuleSoft, Boomi, etc.) and capturing usage and overage in different systems (Salesforce and NetSuite) is strongly preferred.

This person must be comfortable operating in a fast-paced, dynamic environment with competing priorities, while helping Kaseya simplify legacy processes, strengthen controls, and deliver well-tested, well-documented PBS capabilities for the future.

Product & Pricing Capabilities in Scope:

• Product Configuration: Product configuration using the Revenue Cloud configurator, Product attribute selection and validation.
• Product Catalog Management: Product creation and onboarding, SKU management, Product hierarchy management, Product master data governance, Oracle synchronization.
• Product Governance: Product intake process, data dictionary management, Integration dependency documentation, revenue recognition and billing metadata
• Pricing Management Capabilities: Pricing Waterfall, Discount Management, Renewal Pricing, Dynamic Pricing, Pricing Governance, Promotions
• Bundle Management Capabilities: Bundle Modeling, Configuration, Ownership Validation, Cart Management, Cross-sell/Upsell, Bundle Pricing

Fulfillment & Provisioning Capabilities in Scope:

• Provisioning Method Management: Automated provisioning, Manual provisioning, Hybrid provisioning, Fulfillment route determination, Platform selection (K1, DPP, Manual Operations)
• Provisioning Exception Management: Provisioning Error Handling, Manual Provisioning, Provisioning Operations
• Tenant & Instance Provisioning: New tenant provisioning, Tenant onboarding, Customer-to-tenant mapping, Multi-tenant support, Instance Management, Instance creation, Instance updates, Instance identity management, Zone and sub-domain assignment
• Entitlement Management: License Provisioning, Entitlement Lifecycle Management
• Usage & Rating: Support for subscription, usage-based, hardware, and one-time products; usage consumption and rating; overage management; and related billing and revenue treatment.

Key Responsibilities:

• Business Requirements & Analysis
  • Elicit, analyze, and document business requirements for Product and Pricing, Fulfillment & Provisioning capabilities in support of the roadmap set by the Product Manager
  • Develop deep working knowledge of PBS processes and data across current and future-state systems, including Salesforce, Salesforce Revenue Cloud Advanced, NetSuite, Oracle ERP, MuleSoft / Oracle Integration Cloud (OIC), Kaseya One, and key boundary applications.
  • Partner with Finance, Billing Operations, Revenue Operations, Sales Operations, Customer Operations, Product, Engineering, Architecture, Security, and IT stakeholders to gather requirements, clarify business rules, and validate that delivered solutions meet the stated need.
  • Produce and maintain business requirements documents (BRDs), functional specifications, process flows, data mappings, and decision logs that serve as the source of truth for PBS workstreams.
  • Perform gap analysis between current-state (legacy) and future-state processes, documenting impacts, dependencies, and migration-readiness considerations for the Product Manager and Architecture teams.
  • Support the Product Manager in maturing the PBS operating model by documenting as-is and to-be processes, clarifying ownership and handoffs, and identifying manual steps that can be eliminated or automated.
  • Apply business acumen and knowledge of managed service providers (MSPs), subscription-based business models, usage-based billing, customer lifecycle processes, and Corporate / BIS systems.
• Lead-to-Cash Lifecycle Execution
  • Own detailed requirements definition and traceability across the Lead-to-Cash (L2C) lifecycle, with a focus on product and pricing setup, order fulfillment and provisioning, entitlements, and usage and overage capture, including downstream impacts on billing, revenue recognition, and reporting.
  • Translate complex business processes into clear system requirements, Jira epics and user stories, acceptance criteria, process flows, and testable outcomes.
  • Validate that product, pricing, order, entitlement, provisioning, and usage data flows are consistent, traceable, and aligned across integrated systems, performing data analysis and reconciliation where needed.
  • Partner with technical teams to document and test integrations between Salesforce, NetSuite, Kaseya One and the rest of the products.
• Jira & Agile Delivery
  • Maintain the Jira backlog day-to-day: write clear, actionable user stories and acceptance criteria; keep epics, stories, sub-tasks, labels, components, and fix versions accurate and up to date.
  • Prepare and facilitate backlog refinement, participate in sprint planning, daily stand-ups, solution reviews, demos, and retrospectives for assigned PBS workstreams; ensure stories are groomed and ready before sprint start.
  • Track story status, defects, and blockers in Jira; produce sprint and release reporting (burndown, velocity, defect counts) for the Product Manager and stakeholders.
  • Partner with Scrum Masters, Engineering Leads, QA, Business Process Leads, and Release / PMO teams to clarify requirements, resolve open questions quickly, and keep work flowing through the sprint.
  • Support delivery across both business-as-usual (BAU) and NextGen (future-state transformation) workstreams, keeping Jira work clearly tagged and separated between legacy support, transformation delivery, and migration-readiness activities.
• Cross-Functional Collaboration
  • Work closely with technical leads, engineers, QA, enterprise architecture, fulfillment operations, finance operations and customer support teams to deliver end-to-end solutions.
  • Act as a liaison between business users and technical teams, translating operational pain points and business needs into detailed system requirements and answering functional questions during build.
  • Document impacts to upstream and downstream teams and confirm they are understood and signed off before changes are introduced into production.
  • Triage and support issue resolution across complex, integrated workflows, reproducing issues, gathering evidence, and logging clear defect tickets where ownership spans multiple teams, platforms, or business functions.
• Governance, Risk & Compliance
  • Ensure requirements and test coverage address applicable compliance standards, including internal controls, data privacy, and security requirements.
  • Partner with governance, architecture, security, integration, and release management teams to maintain alignment with enterprise policies.
  • Ensure every change is backed by clear documentation, approved requirements, defined business rules, traceable decisions, test evidence, and operational readiness artifacts (release notes, training materials, runbooks).
• UAT & Quality Assurance
  • Define test strategy and write detailed test cases and scripts (functional, regression, integration, and end-to-end) that trace directly back to requirements and acceptance criteria.
  • Plan, coordinate, and execute User Acceptance Testing (UAT) with business users across Finance, Billing, Revenue Operations, and Fulfillment; prepare test data, track UAT progress, and obtain formal business sign-off.
  • Log, triage, and prioritize defects in Jira; partner with QA and Engineering on root-cause analysis, retesting, and closure, and report defect trends and quality metrics to the Product Manager.
  • Validate post-release behavior in production (hypercare), monitor data quality and defect trends, and feed findings back into the backlog to continuously improve PBS capabilities.

Required Qualifications:

• 5+ years of experience as a Product Analyst, Business Analyst, or Business Systems Analyst supporting CRM, ERP, billing, or revenue operations systems in an enterprise SaaS environment.
• Solid understanding of Lead-to-Cash, Quote-to-Cash, or subscription lifecycle processes.
• Hands-on experience writing and managing Jira epics, user stories, acceptance criteria, and defects; proficiency with Jira and Confluence (JQL, boards, dashboards) strongly preferred.
• Demonstrated experience writing test cases, executing functional and regression testing, and planning and running UAT cycles with business users through to sign-off.
• Working knowledge of Salesforce CPQ, Salesforce Revenue Cloud / RCA, NetSuite, integration platforms (MuleSoft, Boomi), or comparable enterprise systems; exposure to software license provisioning, entitlements, and usage-based pricing is a plus.
• Understanding of integrated system flows across sales, order management, billing, receivables, collections, revenue recognition, and reporting.
• Experience working within Agile/Scrum teams on enterprise-scale system implementations; comfortable facilitating refinement and participating in all sprint ceremonies.
• Strong written and verbal communication skills; able to run requirements workshops, document decisions clearly, and work effectively with both business users and engineers.
• Solid understanding of business process mapping, technical integrations, data dependencies, and system controls; basic SQL or data analysis skills for validating data across systems preferred.
• Highly organized and detail-oriented, with the ability to manage multiple workstreams and navigate a mix of legacy and future-state platforms.

Why Join Us?

This is an exciting opportunity to contribute to critical initiatives at the intersection of products, technology, and enterprise transformation. You will help define, test, and deliver how Kaseya manages the Lead-to-Cash lifecycle today while building the scalable future-state systems and processes needed to support growth, automation and stronger controls. You’ll work with a high-performing team, grow your expertise across a modern enterprise systems landscape, and see your work go live with real business impact. We also make sure we have fun along the way!