Team Lead, Business Systems Analyst

Job description

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. What we are looking for We are seeking a experienced, hands-on Team Lead, who will lead and develop a team supporting Customer Success Operations technology and workflows, with primary ownership across Gainsight and Salesforce PSA/Certinia. The role is accountable for day-to-day platform operations, intake governance, prioritization, and delivery of both run-the-business and process improvement/automation work—while remaining hands-on in configuration, troubleshooting, stakeholder alignment, and documentation. 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) --- Key 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. --- 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. Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.