Gainsight Business Systems Analyst – Remote

***Please note that our customer is currently not considering applicants from the following locations: Alabama, Arkansas, Delaware, Florida, Indiana, Iowa, Louisiana, Maryland, Mississippi, Missouri, Oklahoma, Pennsylvania, South Carolina, and Tennessee.***

Our Customer is a corporation that develops, manufactures, and markets robotic products designed to improve clinical outcomes of patients through minimally invasive surgery. Founded in 1995, their goal was to create innovative, robotic-assisted systems that help empower doctors and hospitals to make surgery less invasive than an open approach. Working with the top medical professionals, they continue to develop new, minimally invasive surgical platforms and future diagnostic tools to help solve complex healthcare challenges around the world.

We are seeking a Gainsight Analyst on a contract basis to support our Customer's business needs. This role is 100% remote.

The Gainsight Business System Analyst within the Global Services Business Systems team will be responsible for supporting the Gainsight system utilized by Customer Success, Digital, and Genesis teams. This role would ensure that the business user interests, product vision, priorities, requirements and solution are actively serving the functional and cross-functional business needs. This role will be responsible for handling incidents and enhancements received from users globally, providing resolutions, escalating issues, and conducting trend analysis.

The Gainsight Business System Analyst will work within a cross-functional team to document business use cases and user requirements. This includes working with both technical and content development teams, software product owners, and IT.

This is a business role and not a solution (IT) role.

Responsibilities:

• Support Gainsight business system and product owners in defining product vision, scope, and strategy
• Prioritize business system requirements, enhancements, and issue resolution efforts
• Define, document, and track user and software requirements
• Coordinate development projects and system enhancement initiatives
• Gather and incorporate user feedback to drive system maintenance and continuous improvements
• Lead and participate in meetings with business teams to define user requirements and use cases
• Partner with IT teams to define acceptance criteria, support User Acceptance Testing, and ensure timely delivery of product outcomes
• Support change management and training initiatives to drive adoption of new technologies
• Collaborate with Business Analysts, Business Owners, and SMEs to refine workflows and identify process improvements
• Maintain strong alignment with Customer Success processes and supporting business systems
• Partner with Project Managers to ensure deliverables are clearly defined, on time, and within scope
• Contribute to sprint planning, reviews, and business impact assessments
• Communicate effectively with stakeholders across business, IT, and leadership teams
• Create and maintain business process documentation and system flow blueprints
• Analyze operating models and identify gaps in processes, data streams, and system performance
• Identify and align value streams with system applications and process mapping initiatives
• Collaborate with global teams to ensure alignment with business needs and growth objectives
• Align with product owners and analysts on business information models and system standards
• Provide training and guidance on business systems and product quality tools
• Track project progress and communicate status updates to leadership
• Support continuous improvement initiatives and optimization of business processes

Skills and Qualifications:

• 5+ years of experience working with Gainsight or similar business systems such as Salesforce
• Strong interpersonal and cross-functional collaboration skills across business and technical teams
• Excellent written and verbal communication skills with the ability to present to diverse audiences
• Ability to translate technical requirements into clear business-facing documentation and presentations
• Strong analytical skills with the ability to identify trends, gaps, and actionable insights
• Experience gathering, documenting, and managing business and customer requirements
• Ability to manage multiple projects with strong attention to detail and organization
• Self-directed with the ability to work independently with minimal supervision
• Experience supporting continuous improvement initiatives
• Ability to develop training materials and deliver training sessions virtually or in person
• Proficiency in Microsoft Office tools, including Word, Excel, and PowerPoint
• Familiarity with data visualization tools such as Tableau
• Understanding of Customer Success processes and supporting systems

Preferred Qualifications:

• Bachelor’s degree in Technology, Project Management, or a related field, or equivalent practical experience
• Experience with ServiceNow or similar platforms
• Experience in regulated industries such as medical devices
• Exposure to global regulations or quality system requirements
• Experience aligning global business systems and supporting international teams
• Independent thinker with the ability to provide alternative insights and recommendations

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements) Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.