Senior Business Systems Analyst, Care Automation

Toast creates technology that helps restaurants and local businesses operate, increase sales, engage customers, and support employees. The Senior Business Systems Analyst will connect care operations and engineering by translating complex customer support processes into functional and technical requirements, while driving quality assurance, data analysis, and system optimization.

Responsibilities:

• Partner with Product Managers to design scalable customer care processes. Map end-to-end workflows and edge cases to ensure technical systems directly drive operational goals
• Translate high-level product intent into crisp functional and technical specifications, ensuring engineering teams have the depth and clarity needed to build immediately
• Drive product QA and lead User Acceptance Testing (UAT) with customer care teams. Serve as the primary point of contact for domain quality and issue resolution
• Leverage data to quantify operational friction and measure impact. Build dashboards, monitor performance metrics, and conduct root-cause analyses to prove outcomes
• Manage cross-functional project dependencies, navigate trade-offs between scope, quality, and priority, and turn post-launch insights into actionable next steps
• Proactively spot system bottlenecks and surface high-impact opportunities to optimize product performance and agent experience

Requirements:

• 5+ years as a Business Systems Analyst (or similar role) delivering complex, enterprise-grade technical solutions
• Demonstrated ability to take vague, complex business challenges and turn them into clear, testable technical specifications
• Hands-on experience architecting integrations across enterprise systems, with strong technical intuition for how configuration and data flows perform at scale
• Proficiency in SQL and a strong track record of building actionable dashboards, reporting tools, and process documentation
• Deep familiarity with Agile/SDLC methodologies and a solid understanding of customer care operations
• Bachelor's degree in a related technical/business field, or equivalent practical experience
• Experience supporting high-volume customer care, contact centers, or case management workflows
• Hands-on experience with Salesforce, specifically Service Cloud
• Familiarity with enterprise contact center platforms
• Exposure to AI or LLM-based systems in production, including testing, monitoring, and evaluation frameworks