Salesforce Business Analyst

Your Job

Provide day to day support on all systems independently as well as manage some regional reporting requirements. The primary responsibility is supporting the Salesforce platform on a global level and CRM Analytics roadmap. The tasks are complex in nature requiring multi-system interactions, documentation, requirements gathering, strong communication skills and reporting & data analysis.

What You Will Do

• Support the existing Salesforce solutions within CRM Analytics and other applications for Sales Cloud, Service Cloud and Experience Cloud, B2B Commerce (and related solutions). Support trouble-shooting issues and contribute to large strategic projects and/or new solutions in this space.
• Manage the queue to provide prompt support to end users including consulting ecosystem to resolve issues and address questions regarding the various salesforce systems.
• Build and maintain relationships with corporate and regional stakeholders, analyzing and understanding business requirements, business processes, functional requirements, cross-functional needs, and system capabilities on a global level. Offer visual solutions within CRM Analytics platform and mobile visuals that can be flexible to align with stakeholder specifications and suggest alternative solutions for stakeholders.
• Employ a variety of approaches to collecting and documenting business, functional and user requirements such as leading workshops, writing use cases, creating context diagrams, data flow diagrams, performing stakeholder analysis, etc.
• Configure and customize Salesforce CRM Analytics applications to meet specific business requirements, leveraging features such as SAQL (Salesforce Analytics Query Language), dataflows, and recipes but not limited to only these features.
• Integration knowledge of Salesforce CRM Analytics with external data sources, including Salesforce CRM data, ERP systems, and other third-party applications and understand the end solution.
• Knowledgeable on data processing solutions which enhance the speed and adaptability of Salesforce CRM Analytics solutions, ensuring that data is processed, stored, and visualized effectively.
• Collaborate regularly with other Business Systems Analysts and Application Solution Consultants on cross-functional requests and solutions. Regularly works with technical leads, Salesforce developers, and integration developers on functional requirements to implement custom extensions or application integrations to satisfy business requirements when needed.
• Support Project Managers planning, execution and management of project deliverables and risks.
• Work closely with QA analysts and may perform functional, regression, unit, functional and user acceptance testing.
• System testing of new functionality or bug fixes during Sprints or for any production releases.
• Provide project and monthly metrics coordination and support.
• Look for and identify opportunities for business process & procedure improvements.
• Stay update to date with the latest features and capabilities of Salesforce CRM Analytics and proactively recommend enhancements and improvements to existing solutions.
• Understand, support and contribute to current MBM process. Open to accept change in roles and responsibilities as need be basis.

Who You Are (Basic Qualifications)

• Bachelor degree and or a degree in Business Systems, Computer Science, Business Administration, or equivalent work experience in this area
• Salesforce.com system experience with Basic Salesforce admin or equivalent certification
• 3+ years’ experience handling elements of software implementations and using a combination of SAP, Salesforce and/or MuleSoft type of systems
• Proficient level experience in MS Office Applications, Visio and Jira

What Will Put You Ahead

• Project coordination skills
• Salesforce Advanced Admin certification
• Salesforce certification in Tableau CRM
• Experience with Sales Cloud, Service Cloud, Experience Cloud and B2B Commerce Cloud, Einstein, ServiceNow or a similar ITSM tool is a plus.
• Experience with Salesforce CRM configuration, customization, and integration is a plus.
• Strong understanding of Salesforce capabilities, best practices and limitations and the ability to clearly communicate those to key stakeholders.
• Excellent verbal and written communication skills; ability to communicate effectively with different levels within the organization as well as collaborate with cross-functional business partners and technical teams.
• Strong analytical and problem-solving skills, with an attention to detail and accuracy.

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