SalesforceBusiness Analyst, Technical Writer | ThousandEyes

  • Location:
    Austin, Texas, US
  • Area of Interest
    Sales - Services, Solutions, Customer Success
  • Job Type
  • Technology Interest
  • Job Id

About ThousandEyes

The name ThousandEyes was born from two big ideas: the power to see what’s not ordinarily possible, and the ability to collect intelligence from vantage points as diverse and global as the Internet. As organizations depend on cloud services, the Internet has become their defacto network connecting cloud applications to users. Our Internet and cloud intelligence platform is like a ‘Google maps of the Internet’, providing the only collectively powered view of digital experiences end-to-end. We enable our customers made up of the world’s largest and fastest-growing brands, to identify problems before they impact revenue, brand reputation, or employee productivity.

In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco’s Network Services Business Group, and is a foundational component of Cisco’s growing Observability business

About the Role

ThousandEyes is seeking a highly motivated Business Analyst to join our Sales Systems and Tools team within the Sales Operations organization.  You’ll be a key member of our Sales Operations team and instrumental in defining the business processes to scale the company. You will work closely with the cross-functional business partners across the organization. You will be responsible for meeting with stakeholders to gather requirements, building project plans, and documenting system changes. This position requires an individual who is team-oriented, excited to support a growing sales org, driven to produce high-quality results, and a self-starter that thrives on learning and continued improvement.


  • Engaging customer stakeholders to understand desired business outcomes and define success criteria
  • Lead discovery and requirements refinement sessions to uncover customers’ business, functional, and technological requirements
  • Synthesize requirements to create clear and comprehensive user stories and solution design documentation
  • Gather and analyze technical and product information from various sources to document existing and new functionality.
  • Prepare, review, revise, and maintain technical documents, including software and systems engineering, system operations, testing, and user documentation.
  • Analyze and consolidate information to develop solutions to ensure business requirements are achieved
  • Provide experienced support to key stakeholders in handling system and process changes
  • Maintain project plans, cost estimations/tracking, requirements evaluations, perform solutions evaluations, producing deliverable documents, assistance in app/solution selection process, and coordinate application systems implementations
  • Prioritize competing requests from the business based on impact and alignment to company objectives
  • Work closely with stakeholders, developers, and directly with technical teams to architect technology solutions to meet client needs.
  • Participate in the long term product roadmap discussion, represent the product/platform in the architecture review boards, and advise product management team on the technical aspects of product strategy
  • Lead UAT, deployment and implementation with all functional teams


  • Experience with business process definition, process mapping, and reengineering
  • Experience writing Epics, user stories to capture Salesforce requirements
  • 2+ years of business analyst and technical writing experience 
  • 1-2 years of project management experience
  • Technical writing experience for technical and non-technical audiences
  • Experience completing projects on time, on budget, and to specification requirements
  • Active listener with the ability to think strategically, solve problems and negotiate
  • Strong ability to engage and influence stakeholders, at all levels across the business
  • Ability to build and maintain effective working relationships with stakeholders
  • Superior organization skills including outstanding accuracy and attention to detail

It’s a plus if you have the following:

  • Experience with Salesforce Sales, Service, and Experience Cloud
  • Experience with data integrations to and from Salesforce
  • Familiarity with 3rd party applications such as Salesforce CPQ (Steelbrick), Marketo, Groove, DemandTools, LeanData and Asana
  • Experience with Agile or Hybrid-Agile methodology
  • Experience designing or building Salesforce integrations with middleware and web services
  • Salesforce Administrator certification 
Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.