About the role

Systems & Business Analyst focusing on processes and systems within Client Operations at Wrapbook. Collaborating with teams and AI Ops partners to optimize workflows and requirements.

Responsibilities

You become the expert in how Support, Customer Success, and Operations actually work, then turn that into clear requirements and well-scoped projects mapped to our business goals.
From there you either make the light changes yourself or build the fix with your AI Ops partner. You own requirements end to end, and you push back when a request isn't grounded in a real problem or when today's systems can't support it.
Light Salesforce configuration within the published data model (reports, dashboards, simple flows, field updates), triage, and roadmap ownership for your pod's non-Salesforce tools (Zoom Contact Center, Calendly, Zapier, etc). Increasingly, AI-built solutions with your AI Ops partner.
Coordination, communication, and roadmap management.

6+ years in a business analyst, ops, or systems role, ideally high-volume, with the seniority to hold your ground with senior leaders.
High Salesforce fluency, specifically experience building in the platform. Admin certification preferred.
Evidence you build beyond a CRM: an automation, an AI agent, a scripting habit, an integration. You treat Salesforce as one system among several.
Strong discovery instincts. You interview stakeholders, observe workflows, and don't take a doc at face value.
You get productive in an unfamiliar system or domain quickly, and you don't wait for a map.
Real project management. You own timelines, surface risk early, and keep everyone aligned when they all think their thing is top priority.
Clear, direct communication. You can tell a senior leader their requirement isn't ready and explain why.
An AI-first, automation-first mindset with disciplined judgment.