Business Systems Analyst

Santa Clara, California

Who We Are

Malwarebytes is the next-gen cybersecurity company that millions worldwide trust. Malwarebytes proactively protects people and businesses against dangerous threats such as malware, ransomware, and exploits that escape detection by traditional antivirus solutions. The company’s flagship product combines advanced heuristic threat detection with signature less technologies to detect and stop a cyberattack before damage occurs. More than 10,000 businesses worldwide use, trust, and recommend Malwarebytes. Founded in 2008, the company is headquartered in California, with offices in Europe and Asia, and a global team of threat researchers and security experts.

We’ve created a fantastic culture that our employees love and were recently named in the top 10 of Fortune Magazine’s “Great Place to Work” list.   We’re pretty proud of all that too.  We’re growing fast and are looking for some great people to join us.


Who We Need:

We are looking for a Business Systems Analyst with Salesforce Service Cloud experience to join our Customer Success Operations (CS Ops) team at Malwarebytes.  You will serve as the CS Ops liaison between our business support team and the development team.  This position works on the analysis, design, documentation, testing, administration, configuration, and maintenance of our business support systems.


What You Will Be Doing:

  • Collaborate with support team to gain in-depth understanding of business issues; identifying, analyzing and translating business needs into functional specifications; and working collaboratively with other business units in the implementation of support solutions.
  • Influence requirements and processes to effectively utilize systems and applications without customization.
  • Analyze requirements and prepare analysis documentation, including user stories, use cases and other requirements documentation
  • Create and execute test plans, log and prioritize defects with the Project Manager and development team.
  • Collaborate with the Project Manager on tasks related to the planning, scheduling and coordination of project activities.
  • Identify and track system issues and change requests through resolution/deployment and provide day to day technical support.


Minimum skills: (Must haves for the position)

  • 3 - 5 years of experience with Salesforce Service Cloud. Lightning experience a plus.
  • Bachelor’s degree
  • Experience working in a support operations organization.
  • Experience with telephony, chat, workforce management, professional services automation and business intelligence systems as an administrator or super user.

Nice to have skills: (These would-be skills that go hand in hand with the minimum skills)

  • Strong problem solving and analytical/critical thinking skills needed, as well as exceptional interpersonal skills.
  • Excellent communicator with exceptional active listening skills, with the ability to convey complex ideas in a clear, concise fashion to technical and non-technical audiences.
  • Bachelor’s degree
  • Experience reviewing and analyzing support solutions, while making suggestion for design improvements and strategy roadmaps.
  • Self-motivated with the ability to prioritize, meet deadlines and manage changing priorities; ability to work under pressure.

Additional Skills: (Cherry on top – Not a show stopper if the candidate does not have these skills)

  • 2 years of experience with Zendesk.


What We Offer

  • An opportunity to do something great for yourself and the world
  • A great work environment that supports growth and development
  • Competitive compensation and benefit packages
  • 401(k) matching program
  • Open time off policy
  • Stocked kitchen with healthy (and some unhealthy) drinks, snacks, fruit and lunch options
  • A company who enjoys having fun; holiday and summer parties, annual global company off-site, sporting events and lots of other great stuff

Apply for Business Systems Analyst

Malwarebytes is an equal opportunity employer. Malwarebytes does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. It is Malwarebytes' policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity.