Salesforce Business Analyst

General Accountability:
The IS Applications Delivery team is responsible for; Delivering superior support to our business customers, responding to requests accurately and within a timely manner, meeting performance targets set out in our service level agreement, working to increase productivity through one centralized support organization.


The SalesForce Shared Service Business Analyst responsible for providing outstanding service to our business sponsors through thorough analysis, comprehensive documentation, and detailed communication. The candidate should possess the following;

• Experience and expertise with Salesforce.com and its features
• Provide SFDC solutions to meet client needs including design, configuration, and testing activities.
• Gather and draft requirements and functional specification documents
• Work with offshore development team.
• Expected to achieve and retain SFDC certifications.

The SalesForce Shared Service Business Analyst is expected to perform all job responsibilities with the highest degree of professionalism, dedication, and a strong focus on customer service.


Responsibilities:

• Daily administration and support of Salesforce database including but not limited to managing multiple user setup, profiles and roles, customization of objects, fields, record types, page layouts and validations.
• Develop and create customized reports and dashboards.
• Create and document application requirements by working together with those involved in the development of program enhancements and changes including program staff, programmers, strategic planning and analysis staff and/or outside consultants as needed.
• Manage the software testing process, which includes devising test plans, creating test cases, establishing protocols and appropriate testing environments and coordinating actual software testing.
• Keeping abreast of new Salesforce features and functionality and providing recommendations for process improvements.
• Train new and existing users on how to use database applications.
• Keep application users informed about system functionality and enhancements.
• Provide application users with technical support.
• Logging and tracking identified system problems through resolution.
• Creating and maintaining documentation on processes, policies, application configuration and help related materials for users as database applications are developed.
• Assist Developers with the development of technical documentation of existing and future applications.

Knowledge/Education: Required

• Undergraduate degree (business preferred)
• 4+ years of business analysis experience.
• Strong knowledge of the financial industry
• MS Office Tools (Word, Excel, Project, PowerPoint, Visio).
• Ability and/or experience to identify requirements and lead small projects.
• Provide off hour systems support.

Knowledge Recommended:

• Experience with Salesforce, Salesforce certification preferred.
• Understanding of relational databases and data integration tools.
• Excellent communication and analytical skills.
• Ability to work independently, as well as part of a team, on multiple projects.

Skills/Competencies :

• Well-developed analytical skills with the ability to define, document, and resolve problems utilizing a variety of analytical methods and tools.
• Capable of gathering and validating requirements in order to resolve issues and problems.
• Ability to take a creative approach to problem solving and question traditional assumptions.
• Competent at test case design, prediction of results and test execution.
• Good understanding of project management methodologies, workflow, and cost/benefit analysis.
• Effective communication, presentation, negotiation and influencing skills.
• Proven ability to quickly and easily adapt to changes within the organization.

Key Attributes:

• Strong customer service skills
• Focused on meeting priorities in the scheduled timeframe
• Ability to work both independently and within a team environment