Team Lead, Business Systems Analyst

Responsibilities

• Lead, coach, & manage a team supporting Gainsight and Salesforce/Certinia operation, establish clear ownership, coverage, for deliverables.
• Drive day-to-day execution management: intake triage, prioritization, WIP management, escalation handling, and ensuring responsiveness to internal customers (Customer Success/Customer support/Professional Services team).
• Build team resilience through cross-training, knowledge sharing, and maintaining "backup coverage" so business continuity is protected.
• Maintain strong platform documentation discipline (rules/SOPs and recurring program documentation), supporting scalable delegation.
• Ensure adherence to the Operating Leave agreement (OLA's).
• Use operational tracking and evidence-based workflow management to improve throughput, predictability, and stakeholder communication.
• Serve as the primary escalation point; translate ambiguous requests into actionable requirements and structured work items
• Ensure stakeholder alignment and communication cadence-clear status, risks, dependencies-especially during high-impact periods
• Guide & mentor team members through 1:1, team meetings, performance reviews cycles & other channels.
• Ensure team members alignment with region specific workplace policies.
• Oversee and actively support outbound customer communications via Gainsight, including program execution and operational governance owned by CS Ops.
• Lead the team's Gainsight operational backlog spanning programs, bugs, reporting issues, non-reporting features, UAT support, and recurring deliverables
• Lead and actively support operational work across Gainsight/Salesforce/ Certinia PSA or customer-facing teams: handling bugs/issues, operational requests, and platform/process questions.
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• Required Qualifications
• 8-10 years of experience in Business Systems /CS Ops / Enterprise SaaS administration, with proven ownership of production systems and stakeholder-facing delivery.
• Bachelor's/master's degree in computer science, Information Systems or related field.
• Excellent communication and relationship-building skills, including comfort engaging with senior stakeholders
• Hands-on experience as Gainsight Admin.
• Demonstrated people leadership with ability to coach, delegate, and raise team capability while staying hands-on.
• Gainsight Admin Certification -Level I or II (Preferred)
• Hands-on experience supporting Salesforce PSA /Certinia (preferred)
• Stay up to date on everything Blackbaud, follow us on Linkedin , X , Instagram , Facebook and YouTube
• Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we're building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.

Requirements

• Job Title
• Team Lead - Business Systems Analyst
• Location
• Hyderabad, India (Hybrid/Onsite-per business requirement)
• Work timing
• 1PM IST to 10PM IST (Or as per business requirement)
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Benefits

Additional Information

Who are we At Blackbaud, we empower the people and institutions changing the world-accelerating human progress and building a future where resources move at the speed of need. Our mission is to provide cloud software, services, expertise, and data intelligence that empower and connect people to drive impact for social good, and our vision is to power an Ecosystem of Good® that builds a better world.

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