Business Systems Analyst - Salesforce, Gainsight Admin

About this role

Rithum™ is the world’s most trusted commerce network, accelerating how brands, suppliers, and retailers work together to deliver seamless e-commerce experiences. We provide an unmatched platform for brands and retailers, enabling them to accelerate growth, optimize operations across channels, scale product offerings and enhance margins.

Today, more than 40,000 companies trust Rithum to grow their business across hundreds of channels, representing over $50 billion in annual GMV. Using our commerce, marketing, and delivery solutions, our customers create optimized consumer shopping journeys from beginning to end.

Overview

As a Business Systems Analyst, you own the platforms our Brands and Retailers services organizations runs on: Gainsight, Salesforce, and Pendo, with room to absorb adjacent tools as we add them. You are the single technical owner who holds the cross-tool context: how a Salesforce field feeds a Gainsight health score that drives a Pendo-guided workflow. In this role, you keep these systems healthy and coherent, accelerate the AI initiatives that depend on them, and enable Client Success, Support, Onboarding, Professional Services, Managed Services, and the broader services organization to get more value from the tools we already have.

All team members are expected to leverage AI to work smarter, accelerate decision-making, automate repeatable work, and improve outcomes. You are encouraged to continuously identify opportunities to apply AI, data, and scalable processes to enhance productivity, drive innovation, and deliver greater value for our clients, partners, and teams while maintaining appropriate judgment, quality, security, and compliance.

Responsibilities

Salesforce

• Administer Salesforce for Services in the Brands and Retailers Business Units organization, including configuration, automation, permissions, and deployments.

• Partner with the central Salesforce and IT teams to coordinate releases and enterprise platform changes.

• Configure AI capabilities, including Agentforce, AI case summaries, case classification, and response drafting.

• Translate business requirements into scalable platform solutions.

Gainsight

• Administer Gainsight, including health scoring, automation, programs, dashboards, and reporting.

• Maintain Salesforce-Gainsight integrations, monitoring APIs, data synchronization, and platform performance.

• Administer Staircase AI integration and ensure customer health data remains accurate and actionable.

• Build scalable automations and maintain sustainable platform configuration aligned with the established roadmap.

Pendo

• Administer Pendo, including configuration, guides, permissions, and feature enablement.

• Analyze adoption data and provide recommendations that improve product adoption and operational effectiveness.

• Enable self-service capabilities while maximizing platform utilization.

Cross-Platform Administration & Optimization

• Maintain reliable integrations and data consistency across Salesforce, Gainsight, Pendo, Staircase AI, and other supported platforms.

• Troubleshoot system, integration, and data quality issues while minimizing operational disruption.

• Support Services teams by balancing platform requests through established prioritization processes.

• Assume ownership of additional Services technologies as the technology portfolio evolves.

• Identify opportunities to improve efficiency through AI, automation, and repeatable processes.

• Maintain current platform certifications and stay informed on emerging capabilities across supported technologies.

• Collaborate closely with peers across the Brands and Retailers services organizations to ensure platform optimization.

Qualifications

Minimum Qualifications

• 2+ years of experience administering Salesforce and Gainsight.

• Experience configuring enterprise applications, automation, permissions, integrations, and data management.

• Experience supporting APIs, data synchronization, and cross-platform system dependencies.

• Ability to translate business requirements into scalable technical solutions.

• Strong analytical and problem-solving skills with the ability to diagnose and resolve technical and data quality issues.

• Ability to manage competing priorities while supporting multiple stakeholder groups.

• Experience using AI tools (e.g., ChatGPT, Microsoft Copilot, Claude) to improve productivity through documentation, communication, data analysis, automation, or workflow optimization.

• Proficiency with Microsoft Office, including Excel.

Preferred Qualifications

• Bachelor's degree.

• 4+ years of enterprise systems administration experience.

• Administrator certification in Salesforce, Gainsight, Pendo, or comparable platforms.

• Experience with Salesforce-Gainsight integrations, customer health scoring, and Journey Orchestrator (Programs).

• Experience implementing Salesforce AI capabilities (e.g., Agentforce or Einstein) or comparable AI technologies.

• Experience supporting Client Success, Support, Onboarding, or Services Operations in a SaaS or commerce technology environment.

• Strong communication, organization, and process improvement skills.

Travel Required

Up to 10%

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

What it’s like to work at Rithum

When you join Rithum, you can expect to work with smart risk-takers, courageous collaborators, and curious minds.

As part of the Rithum team, you are valued, supported, and included. Guided by a transparent culture and accessible, approachable leadership, we offer career opportunities aligned to your ambitions and talents. To ensure work and life balance works for you, we also offer an array of resources to support you and your families, including comp

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