Systems & Business Analyst, Client Operations

Wrapbook is the AI platform for production finance, building a system that empowers finance teams to manage their production effectively. The Systems & Business Analyst, Client Operations role focuses on defining and owning the requirements and light system builds, collaborating closely with AI Ops partners to enhance operational workflows.

Responsibilities:

• 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
• 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

Requirements:

• 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
• 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
• Admin certification preferred