Systems & Business Analyst, Client Operations

About the Role

If you set a strong foundation before anyone reaches for a tool, then move fast to build toward it, this role is for you. You'll sit inside Client Operations, close to the teams doing the work, owning the space between the business and its systems. You define how the work should run, then build toward it.

Day to day, 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. Most of that build lives in Salesforce now; over time you'll own more systems beyond it and build more with AI.

You'll report to the Director, AI & Operational Transformation. Your closest working relationship is your AI Ops partner in a two-person pod: you bring the workflow context and own the requirements and light build, they bring the AI build. You'll also work closely with the Systems Architect on core-system governance and with Support, Customer Success, and Operations leadership.

How you'll spend your time:

• 40% discovery, requirements, and business immersion. The core of the job. In team meetings, learning workflows, writing specs, pushing back on requests that aren't ready.

• 40% light system work and ownership. 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.

• 20% coordination, communication, and roadmap management.

What you own:

• Business immersion. In team meetings and learning workflows before anything touches a system.

• Problem intake. You surface problems instead of waiting for them, and push back on requests that aren't grounded in a real problem, including from people senior to you.

• Requirements authorship. You write and own the requirements.

• Light Salesforce configuration. Reports, dashboards, simple flows, field updates, and basic config within the published data model.

• Solutioning with your pod. You and your AI Ops partner decide together whether a fix is a Salesforce change, an automation, or an AI agent. You own the workflow context and requirements, build the light pieces, and partner on the AI-led pieces.

• Non-Salesforce systems. You own the roadmap and prioritization for your pod's tools, like Zoom Contact Center, Calendly, and Zapier .

• Roadmap visibility. A transparent roadmap of your builds, shared broadly.

• Systems enablement. You own onboarding, refreshers, and adoption for your function, and getting people using the systems well.

What you don't do:

• Build without scoping or take build orders directly from the business.

• Heavy Salesforce development, the object model, and integration contracts.

What great looks like:

• You define scope, requirements, and a clear definition of done for every build.

• You find the problems worth solving before anyone files them, and teams trust you to shape the fix.

• You and your AI Ops partner ship what neither of you could alone. You set the foundation and process; they optimize and scale it, so the output is a multiple of either input.

• You know your function's workflows and available tools well enough to push back and provide clear guidance on paths forward.

What you'll have:

• High agency. You decide what needs doing and drive it to shipped without waiting to be told.

• 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.

Why Join Us

At Wrapbook, creativity meets technology — and not just in the product.

In addition to a competitive salary and all the benefits you can expect from a fast-growing technology company, you’ll get access to a team of creative problem solvers and the chance to see your contributions make large impacts. Benefits include:

• Unlimited Paid Time Off

• Work from anywhere in Canada and USA

• Health and Dental benefits

• Up to $1,500 USD/ $2,025 CAD towards IT set up for your home

• Up to 2% matching RRSP / 401K

• Learning and Development opportunities

• Up to $50 USD/ $67.50 CAD towards Internet/Cell phone service

Our Pledge to Fostering an Inclusive and Safe Workplace:

Wrapbook pledges to be a harassment- and discrimination-free space for everyone, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity or orientation.