Salesforce Business Analyst/Admin

Salesforce Business Analyst/Admin

The IT Applications Business Analyst will be responsible for day-to-day activities related to effectively creating, maintaining and supporting CRM-related business processes, systems and documenting business requirements for the given service area. The Business Analyst must be able to communicate equally with business owners, users, and IT professionals. Candidates must have a solid understanding of SFA and Customer Service oriented business process concepts and techniques as well as the ability to document business needs through business requirements that will ultimately drive technical solutions. This role will serve as facilitator, analyst, and problem solver. Excellent analytical skills and the ability to work collaboratively in a team environment are essential, as are outstanding communication and interpersonal skills. He/she will align with global, division and business unit strategies and business requirements.

This position reports to the Sr. Manager, IT Applications Development. Primary business interactions include:

• SFDC CRM team members
• Key business stakeholders
• DI SW infrastructure teams (as needed)
• Other CRM vendors and service/solution providers

Responsibilities:

• Coordinate and interface with the CRM Team and Product Owners to understand, refine and help document solutions for business requirements in the form of User Stories
• Analyze business requests, asking important and relevant questions to ensure solutions meet the requirements and do not cause other impacts
• Participate in scoping, planning, prioritization, and requirements activities in coordination with Product Owners, Solution Managers, Developers, and Business Owners on Enhancement/Change Requests
• Drive continuous improvement within existing sales applications and processes and formulate solutions to support new business initiatives
• Implement business/technical solutions in Salesforce within given timeframes using OOB configuration
• Work closely with Developers, Infrastructure groups and other Support teams on day-to-day application related issues following SLA standards
• Support testing of enhancements, new SFDC releases, and interfaces as needed
• Support Business Process Training for SFA and Customer Service business processes as required

Required Knowledge/Skills, Education, and Experience:

• Undergraduate Degree
• Minimum 5-7 years of experience with Salesforce.com System Administration
• Minimum 1-2 years of experience working in Agile/Scrum development environment using Sprints to deliver minimum viable products (MVP)
• Strong Salesforce administration skills: field creation, approval processes, validation rules, flows
• Must be a flexible and creative individual capable of supporting multiple priorities and projects in a fast paced, often ambiguous, and diverse environment
• Strong Business Process improvement skills; process mapping, problem identification, application of best practices and standards
• Good verbal and written communication skills; ability to deliver complex concepts through abstract models and presentations; attention to detail

Preferred Knowledge/Skills, Education, and Experience:

• Salesforce.com System Administrator and/or Developer Certification
• Copado or similar deployment tool expertise
• Experience with Agile tools (Jira, Polarion, etc.)
• CPQ or Revenue Cloud experience is a plus
• Understanding of business data management and modelling
• Leadership, planning, and execution skills