Team Lead, Business Systems Analyst

Job Title

Team Lead – Business Systems Analyst

Work Location & Schedule

Work Location: Sky tech, Financial District, Hyderabad, India

Work Schedule:

This role supports customers and stakeholders primarily during U.S. business hours.

Expected working hours are 01:00 PM to 10:00 PM IST, with occasional flexibility required to support collaboration with U.S.-based teams and business needs.

Participation in after-hours support rotations and select holiday coverage may be required based on product, region, or business needs.

Key Responsibilities

· Lead, coach, & manage a team supporting Gainsight and Salesforce/Certinia operation, establish clear ownership, coverage, for deliverables.

· Drive day-to-day execution management: intake triage, prioritization, WIP management, escalation handling, and ensuring responsiveness to internal customers (Customer Success/Customer support/Professional Services team).

· Build team resilience through cross-training, knowledge sharing, and maintaining “backup coverage” so business continuity is protected.

· Maintain strong platform documentation discipline (rules/SOPs and recurring program documentation), supporting scalable delegation.

· Ensure adherence to the Operating Leave agreement (OLA’s).

· Use operational tracking and evidence-based workflow management to improve throughput, predictability, and stakeholder communication.

· Serve as the primary escalation point; translate ambiguous requests into actionable requirements and structured work items

· Ensure stakeholder alignment and communication cadence—clear status, risks, dependencies—especially during high-impact periods

· Guide & mentor team members through 1:1, team meetings, performance reviews cycles & other channels.

· Ensure team members alignment with region specific workplace policies.

· Oversee and actively support outbound customer communications via Gainsight, including program execution and operational governance owned by CS Ops.

· Lead the team’s Gainsight operational backlog spanning programs, bugs, reporting issues, non-reporting features, UAT support, and recurring deliverables

· Lead and actively support operational work across Gainsight/Salesforce/ Certinia PSA or customer-facing teams: handling bugs/issues, operational requests, and platform/process questions.

Required Qualifications

· 8–10 years of experience in Business Systems /CS Ops / Enterprise SaaS administration, with proven ownership of production systems and stakeholder-facing delivery.

· Bachelor’s/master’s degree in computer science, Information Systems or related field.

· Excellent communication and relationship-building skills, including comfort engaging with senior stakeholders

· Hands-on experience as Gainsight Admin.

· Demonstrated people leadership with ability to coach, delegate, and raise team capability while staying hands-on.

· Gainsight Admin Certification -Level I or II (Preferred)

· Hands-on experience supporting Salesforce PSA /Certinia (preferred)

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Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.