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Peloton Careers HQ WEB 10 (1)

Enterprise Systems

Senior Business Systems Analyst, Member Support Technology

Location New York, New York, United States

Status Full-Time

ABOUT THE ROLE

Peloton’s IT organization is seeking an experienced Business Systems Analyst to play a key role in supporting the Member Services teams as we continue to grow. You will gather information across the organization and ensure follow-ups and updates are accurate and documented. You should feel comfortable analyzing, diagnosing, and influencing IT process problems while developing business requirements for strategic projects and new solutions. The Business Analyst, Member Services Technology will be accountable for IT’s core services, including member support, chat and phone systems, integration strategy, and the international expansion of our systems into new markets. This role reports to the Sr Manager, Member Services Technology, who handles the core service offerings for the team. This role offers a unique opportunity to be a part of an evolving IT organization, a results-oriented and driven global organization with ownership over a portfolio that delivers direct value to these organizational team members and Peloton overall. The ideal profile of this position calls for a flexible and well-rounded person with operational and project management experience – someone who is self-motivated, detailed oriented, collaborative, and has strong customer relationship leadership skills.

YOUR DAILY IMPACT AT PELOTON


● Partner with Global and local Member Services communities to ensure a complete understanding of requirements and quality in the delivery of business solutions.
● Form strong working relationships with member services and service design staff that run the core processes locally, regionally, and globally.
● Build meaningful relationships with your Peloton peers and across the IT organization
● Document and analyze current business processes and underlying systems/applications.
● Critically evaluate information gathered and recommend alternative solutions both from a process and technology perspective.
● Monitor project progress, and identify and call out potential project risks and delays to management.
● Communicate and collaborate effectively with technical staff and business users.
● Coordinate and lead discussions to ensure understanding and alignment to projects and initiatives.
● Recognize the relationship, dependencies, and their impact on projects.


YOU BRING TO PELOTON


● 5+ years of overall customer support IT experience
● Minimum of a Bachelor's degree in a related field
● 3+ years of related experience in a business analyst or equivalent role
● Shown ability to facilitate communication and provide support to both the business and
technology team members in challenging technical, custom, and package software implementation projects on a global level
● Must have experience working simultaneously with multiple team members, sponsors, and business partners, exhibiting an ability to prioritize multiple responsibilities.
● Must be comfortable with changing priorities and requirements to support an evolving business
● Experience working with Customer Support software such as Zendesk and Service Cloud
● Experience documenting and analyzing processes, procedures, and/or policies.

● Balance of strong business process knowledge and experience implementing a mix of custom and package software to meet business needs
● Knowledge of customer support and ERP system integrations Computer Skills
● Experience with Jira and Confluence.
Language Skills
● Fluent in English (written and verbal) – other language skills would be beneficial
Global Experience
● Prior global experience

Base Salary: $117,700.00 to $152,900.00
This range represents the low and high end of the anticipated base salary range for this NY - based position.
The actual base salary will depend on numerous factors such as: experience, knowledge and skills, and if the location of the job changes.

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ABOUT PELOTON:

Peloton is the leading interactive fitness platform globally, with a passionate community of nearly 7 million Members in the US, UK, Canada, Germany, and Australia. Peloton makes fitness entertaining, approachable, effective, and convenient, while fostering social connections that motivate its Members to commit to their fitness journeys. An innovator at the nexus of fitness, technology, and media, Peloton reinvented the fitness industry by developing a first-of-its-kind subscription platform that seamlessly combines the best equipment, proprietary networked software, world-class streaming digital fitness and wellness content, and best-in-class fitness experts and Instructors.

Peloton is an equal opportunity employer and committed to creating an inclusive environment for all of our applicants. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you would like to request any accommodations from application through to interview, please email: applicantaccommodations@onepeloton.com

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Peloton does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted here on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an @ onepeloton.com  email address. 

If you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Peloton, please email  applicantaccommodations@onepeloton.com  before taking any further action in relation to the correspondence.

Peloton does not accept unsolicited agency resumes. Agencies should not forward resumes to our jobs alias, Peloton employees or any other organization location. Peloton is not responsible for any agency fees related to unsolicited resumes.

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