Business Systems Analyst

### Tasks **Inside the Role** This is an exciting opportunity to join a global company and industry leader. Daimler Truck Financial Services (DTFS) North America headquarters is near the Ballantyne Bowl, in Charlotte, NC. We are proud to be able to offer stable employment, excellent compensation, benefits, and tremendous career growth opportunities. The ideal candidate will possess a can-do attitude with a combination of technical aptitude, business acumen, analytical thinking, and a passion for continuous improvement. Successful candidates are curious, self-motivated problem solvers who can effectively balance day-to-day operational support with long-term strategic initiatives. **Posting Information** We provide a scheduled posting end date to assist our candidates with their application planning. While this date reflects our latest plans, it is subject to change, and postings may be extended or removed earlier than expected. **We Take Care of Our Team** Position offers a starting salary range of $83,125 to $100,625 USD. Pay offered is dependent on knowledge, skills, and experience. Benefits include: - Annual bonus program - 401k company contribution with company match up to 6% as well as non-elective company contribution of 3 to 7% depending on age - Starting at 4 weeks paid vacation - 13+ calendar holidays - 8 weeks paid parental leave - Employee assistance program - Comprehensive healthcare plans and wellness programs - Onsite fitness (at some locations) - Tuition assistance and volunteer paid time off - Short-term and long-term disability plans **What You Drive at DTFS** DTFS is the captive finance partner for Daimler Truck, the largest commercial truck manufacturer in the world based on production volume. Freightliner, Western Star, and Thomas Built Bus are Daimler’s most widely recognized truck brands in North America. DTFS $15B+ North America loan portfolio is spread out across several major customer segments, including truck fleets, truck dealerships, and independent truck owner operators. Within DTFS, the Business Solutions Group (BSG) is responsible for the performance of our critical business systems. The BSG leads and supports the requirements gathering, design, implementation, maintenance, and continuous improvement of DTFS business systems. Altogether, the BSG supports a total of 40k users across 22 systems within North America. A Business Systems Analyst needs to have a very well-rounded skill set. On average, your time will typically be split, where 20% to 40% goes toward supporting day-to-day operations, maintenance efforts, and resolving user requests in accordance with our SLAs. The remaining 60% to 80% of your time will be invested in identifying improvement opportunities, and quantifying those so they can be prioritized, planned, implemented, and validated. Within the Business Solutions Group, our team supports two systems, Salesforce and Five9. **About Salesforce** Salesforce is a cloud-based customer relationship management (CRM) platform used to centralize customer, account, contact, opportunity, case, activity, and interaction data in one system. Organizations commonly use Salesforce to support sales, customer service, marketing, operations, reporting, workflow automation, and customer engagement. For DTFS, Salesforce helps business teams manage customer relationships, track work, improve visibility into operational activity, and create a more consistent user and customer experience across the organization. **About Five9** Five9 is a cloud-based contact center platform used to manage customer interactions across voice and digital channels. Organizations commonly use Five9 to support inbound and outbound calling, call routing, interactive voice response (IVR), intelligent virtual agents (IVA), agent desktop tools, quality monitoring, reporting, and operational performance management. For DTFS, Five9 helps customer-facing teams handle high-volume service interactions more efficiently, improve visibility into call activity and service performance, and support consistent, responsive customer experiences. **Knowledge You Should Bring** - BS/BA in Business Administration, Computer Information Systems (CIS), or Information Technology with 2 to 4 years of relevant experience - Familiarity with enterprise business applications, including CRM, contact center, workflow, reporting, or other operational systems - Ambitious, curious, reliable, and coachable, with a demonstrated ability to learn new technologies, business processes, and industry concepts quickly - Team player who takes initiative, takes pride in their work, and can work effectively both independently and collaboratively in a cross-functional team environment - Well-organized, structured, flexible, and adaptable, with the ability to effectively prioritize and manage multiple initiatives, projects, and support requests - Active listener with strong written and verbal communication skills and the ability to engage stakeholders across multiple levels of the organization - Experience or familiarity with gathering business requirements and translating them into system solutions that improve operational efficiency, user experience, and business outcomes - Demonstrated ability to investigate, troubleshoot, identify root causes, and resolve system, process, and data-related issues while maintaining a high level of customer service - Experience documenting business processes, requirements, functional specifications, workflows, and system configurations - Familiarity with system implementations, enhancements, testing activities, user acceptance testing (UAT), and production deployments - Understanding of data management principles, reporting concepts, and how system changes impact business processes - High proficiency with Microsoft 365 **Exceptional Candidates Might Have** - Lean Six Sigma Certifications - Salesforce Certifications - Five9 Certifications - System implementation experience - Experience supporting Salesforce, including user administration, security, reporting, dashboards, workflow automation, or platform configuration - Experience supporting Five9 or other cloud-based contact center platforms, including IVA/IVR - Understanding of customer service, call center, collections, loan servicing, finance, or related operational business processes - Experience with system integrations, APIs, data exchange processes, or middleware platforms - Familiarity with Agile, Scrum, Lean, or continuous improvement methodologies - Salesforce Administrator Certification and/or other relevant platform certifications - Experience creating and delivering end-user training, knowledge articles, and system documentation **Where We Work** This position is open to applicants who can work in or relocate to Charlotte, NC. Relocation assistance is not available for this position. **Schedule Type** Hybrid (4 days per week in-office and 1 day remote). This schedule builds our #OneTeamBestTeam culture, provides an unparalleled customer experience, and creates innovative solutions through in-person collaboration. **Additional Information** - Applicants must be legally authorized to work permanently in the country of posting - Final candidate must successfully complete a criminal background check - Contractors, professional services, or other contingent workers should confirm with their local agency if they are eligible to apply for FTE positions - Equal Employment Opportunity - Disabled/Veterans Daimler Truck Financial Services is committed to workforce inclusion and providing an environment where equal employment opportunities are available to all applicants and employees without regard to race, color, sex (including pregnancy), religion, national origin, age, marital status, family relationship, disability, sexual orientation, gender identity and expression (including transgender and transitioning status), genetic information, or veteran status. For an accommodation or special assistance with applying for a posted position, please contact our Human Resources department at 503-745-8982 or toll-free at 800-206-3369. For TTY/TDD enabled, call 503-745-2137 or toll-free at 866-355-6935. ### Qualifications Please see above for qualification details.