Sr. Business Analyst, CRM Technologies

Join The Ritz-Carlton Yacht Collection

Embark on an extraordinary journey with the Ritz-Carlton Yacht Collection, an exquisite extension of the renowned Ritz-Carlton brand, dedicated to redefining ultra-luxury hospitality at sea. As a "Lady or Gentleman" of our esteemed team, you'll be entrusted with the art of delivering the impeccable "Gold Standards" that have made the Ritz-Carlton an epitome of excellence across the globe.

The Essence of Excellence: The Gold Standards The Gold Standards are the bedrock of the Ritz-Carlton experience, setting us apart in the industry and establishing a legacy of unparalleled service. These standards embody the values and culture that define our brand, and serve as the compass guiding our every endeavor.

The Employee Promise

At The Ritz-Carlton, our Ladies & Gentlemen are the most important resource in our service commitment to each other and our guests.

By applying the principles of trust, honesty, respect, integrity, and commitment, we empower and nurture talent to the benefit of each individual and the company.

The Ritz-Carlton fosters a culture where all are valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.

Join us on a journey where every day is a testament to the highest standard of luxury and service. Apply now and be part of an unparalleled legacy in hospitality.

Job Summary

We are seeking a highly skilled and experienced Senior Business Analyst specializing in Salesforce.com and CRM technologies. In this role, you will serve as the strategic bridge between our business units in Sales/Marketing/Customer Service and our technical development teams.

You will be responsible for leading the gathering of business requirements, designing scalable CRM processes, and overseeing the delivery of high-impact Salesforce solutions. The ideal candidate possesses deep functional knowledge of the Salesforce ecosystem, a strong understanding of commercial business processes, and the leadership skills necessary to drive transformation.

Essential Functions

• Requirement Gathering and Analysis: Lead workshops and interviews with stakeholders to discover, analyze, map, and document business requirements, user stories, and process flows.
• CRM Strategy and Solution Design: Translate business needs into technical requirements. Partner with Salesforce Architects and Developers to design scalable solutions that leverage Salesforce best practices (minimizing custom code where point-and-click configuration suffices).
• Product Backlog Management: Own and prioritize the CRM product backlog. Write clear, concise user stories with well-defined acceptance criteria using Agile methodologies (Jira).
• Process Optimization: Evaluate existing sales, marketing, and service workflows to identify bottlenecks and implement automation (via Flows, Apex, LWC, etc) to increase operational efficiency.
• Data Governance and Analytics: Define and implement data integrity standards within the CRM. Design requirements for advanced reports, dashboards, and analytics to provide actionable insights to executive leadership.
• Change Management and Training: Lead the user acceptance testing (UAT) process, including creating test scripts and coordinating with business testers. Help develop training materials and conduct enablement sessions for end-users to drive adoption.
• Time and workload management: successfully self-manage own time and workload to remain focused on high-value activities without allowing outside interference from preventing goal attainment.

Competency

Education

• Bachelor's Degree in Computer Science, Information Systems, Business Administration, or a related field

Skills & Experience

• 5+ years of Business Analyst experience, with a minimum of 3+ years dedicated to the Salesforce.com platform
• Proven track record of successfully delivering large-scale, complex CRM implementations or optimizations
• Deep functional understanding of Salesforce Sales Cloud, Service Cloud, Marketing Cloud, Data 360, and Experience Cloud
• Strong understanding of configuration concepts (Flows, validation rules, custom objects, page layouts, security/sharing models)
• Proficiency in business process mapping tools (e.g., Lucidchart, Visio)
• Solid understanding of Agile/Scrum frameworks

Preferred Certifications:

• Salesforce Certified Administrator
• Salesforce Certified Business Analyst
• Salesforce Certified Sales Cloud
• Service Cloud Consultant
• PMI-PBA or CBAP certification is an asset

Soft Skills:

• Exceptional communication and interpersonal skills, with the ability to influence stakeholders at all levels
• Strong analytical thinking, problem-solving capabilities, and attention to detail
• Ability to manage multiple competing priorities in a fast-paced environment
• Consistent adherence to process in an organic manner.

The Ritz-Carlton Yacht Collection is an Equal opportunity, inclusive employer and will consider all applicants for employment with the Company on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.