Lead, Salesforce Intelligence Business Analyst


  • Full Time

About Bill.com

Bill.com, together with its wholly owned subsidiaries Divvy and Invoice2go, is focused on being the one stop shop that simplifies, digitizes, and automates complex financial operations for small and midsize businesses. Customers use the platform to manage end-to-end financial workflows and to process payments. The AI-enabled, financial software platform creates connections between businesses and their suppliers and clients. It helps manage cash inflows and outflow. The company partners with several of the largest U.S. financial institutions, the majority of the top 100 U.S. accounting firms, and popular accounting software providers. Bill.com has its headquarters in San Jose, California with offices in Houston, Texas, Draper, Utah, and Sydney, Australia.

To ensure efficiency of Salesforce features, this role will take the lead to set up case routing rules, identify and implement opportunities for automations in Salesforce for operation processes implemented. By working with Product, Tools and System, vendors and Engineering teams, the lead will drive the implementation of the rules of case routing, case prioritization, and performance management and support the efforts of the enhancements from self-identified and teammates proposed ideas into solutions so that manual resources are saved and decision accuracy is enhanced. This role is also very critical for driving the culture of innovation across operational teams for continuous process improvement. This role will lead the projects to build new operation tools and their enhancement in Salesforce.   

Define case routing and case prioritization rule logic in Salesforce by working with business partners
Evaluate the results and impacts of rules and prioritization settings
Work with business partners to identify opportunities for automation enhancement.
Evaluate business impacts of the rules and set priority for implementations.
Lead the implementations of the rule logic in Salesforce 
Plan new solution or feature pilot testing and collect feedback from operation teams for enhancement before full launches
Lead to implement automation initiatives in Salesforce by working with internal and external partners
Define metrics and reporting to evaluate the rule efficiency and performance
Support operational tools or system development projects
Contribute on building the roadmap for digital transformation, customer 360, partner portal integration.
Drive operational excellence in Risk and Payment organization through identification and execution of opportunity areas and tools that create efficiency, remove obstacles, or create improved processes and approaches to the business
Lead and drive innovation and enhancement programs


Professional Experience/Background to be successful in this role:


  • Bachelor or Master of Engineering, preferably in Computer Science, Automation Engineering, Industrial Engineering, Statistics or Information Management
  • 5+ year Salesforce business analyst experience
  • 2+ year business rule/ logic analytical experience
  • Good to have Certified Salesforce Administrator and have experience with Sales Cloud, Service Cloud & SFDC Lightning framework.
  • Strong project and program management skills and experience
  • Strong database and analytical experience of using SQL, Python and so on.
  • System and tool development experience, preferably 5-6 experience in the Banking and Financial Services domain. 
  • Process improvement experience, eg six-sigma and so on
  • Logical and innovative thinking
  • Strong quantitative, analytical, and written and oral communication skills
  • Ability to learn and adapt to new processes and procedures.
  • Self-starter with the ability to balance multiple projects in a fast-paced environment
  • Can-do spirit and curiosity to ask appropriate questions to fully develop business and functional requirements
  • Use advanced querying tools to work with large volumes of data across structured and semi-structured data sources
  • Experience working in an agile work environment is a plus
  • Ability to establish strong relationships with all levels of an organization
  • Hands-on experience in Visio, Lucid Charts, Jira, SmartSheet and Confluence.

    Competencies (Attributes needed to be successful in this role):


  • Analytical and Logic Thinking
  • Functional/Technical Expertise
  • Values
  • Learning Abilities/Tech Savvy
  • Communication
  • Team Player

    Expected Outcomes in 12 months:


  • Successfully implement case routing and prioritization rules
  • Lead to evaluate the impacts from new rule launches on Operations and provide solutions to manage the impacts
  • Create the training materials so that training team can use them for delivering training for production team.



    Bill.com is committed to a policy of equal employment opportunity. We recruit, employ, train, compensate, and promote without regard to race, color, age, sex, ancestry, marital status, religion, national origin, disability, sexual orientation, veteran status, present or past history of mental disability, genetic information or any other classification protected by state or federal law.
    Bill.com Culture:
    ●      Humble – No ego
    ●      Fun –  Celebrate the moments
    ●      Authentic – We are who we are
    ●      Passionate – Love what you do  
    ●      Dedicated – To each other and the customer
    Our Applicant Privacy Notice describes how Bill.com treats the personal information it receives from applicants.