Senior Salesforce Business Analyst, CRM - Salesforce Ops

Summary:

The Senior Salesforce Business Analyst will play a critical role in leading the analysis, definition and documentation of customer requirements to translate them into detailed, tangible and measurable user stories and acceptance criteria. A Salesforce enthusiast who is keen about driving change and advocating for their customers to drive value leveraging the Salesforce platform. This role will partner with the Solutions team to translate business requirements into architectural specs that map to our Product roadmap focused on delivering value to our customers against their Strategic priorities. We are looking for a trusted advisor for all things Salesforce. They are a vital bridge between business and technology.

Duties and Responsibilities:

• The ideal candidate is a change agent with consulting experience who will collaborate with key stakeholders at our university customers and our Platform teams to understand business processes and help document requirements, enhancements, capabilities, process automation and customer’s insights that are aligned with the strategic priorities

• Leads discovery workshops with key stakeholders to understand business objectives, problem statement and targeted goals and outcomes, current use of the platform, and any other customer centric data and processes 

• Design business processes by analyzing stakeholder requirements; constructing business process models, workflow charts and diagrams; evaluating system capabilities; writing specifications/user stories

• Demonstrates Salesforce and extended AppExchange apps that can fit our needs

• Drives communications with all key stakeholders for operational enhancements, defects and project deliverables, including facilitating business review demos and capturing feedback for the product backlog

• Stay current on Salesforce releases, new features, product roadmaps and applications available from 3rd parties on the Salesforce AppExchange

• Map Salesforce capabilities, features and best practices against business and technical requirements

• Provide business and engineering expertise throughout each phase of the project, from planning to closeout identifying project milestones, phases, and elements, leading project teams

• Will be responsible for assessing overall business needs and providing solutions as well as documenting and defining business requirements

Skills:

• Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, translate high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs

• Deep understanding of general CRM architecture as well as Salesforce process defaults and data structures

• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards

• Excellent analytical, technology, communication, decision making and problem-solving skills

• Excellent written and verbal communication skills

• Excellent project management skills and a positive attitude

• Strong understanding of Salesforce best practices and functionality

• Self-motivated and able to work both with the team and independently while remote 

• Strong data management abilities

• Strong relationship management skills

• Strong understanding of and detailed experience with the Salesforce architecture

• Knowledge of Software Development Life Cycle (SDLC) methodologies.

• Knowledge of JIRA, Azure DevOps or similar project management tool

• Knowledge of Agile methodology, working in 3-week sprints, daily scrums, etc.

Education & Experience Requirements:

Experience:

• 7+ years of experience of leading discovery workshops, soliciting and documenting business requirements

• 5+ years of experience as a Salesforce Business Analyst or System Administrator

• Salesforce Admin (ADM-201) certified required

• Salesforce Sales Cloud Consultant, Salesforce Service Cloud Consultant or Salesforce Education Cloud Consultant desired

• Areas of focus; Service Cloud, Omni-Channel, Communities, Case Management, Knowledge, CTI, SMS, Chat integration.  Added plus: Education Cloud, Marketing Cloud, Einstein Analytics

• Candidate must demonstrate in depth technical knowledge of Salesforce and its capabilities, track record of major solution design architecture contributions in a large enterprise, analytical and problem-solving way of thought, project management skills and enthusiastic personality

• Strong understanding of key SFDC architectural concepts and how they influence business process designs

• Experience with eliciting, refining, and decomposition of requirements to provide a comprehensive set of requirements that meet the business customer needs

• Experience working in an Agile environment and with Agile tooling like Jira / Azure DevOps

• Experience in creating documentation such as business process maps, user stories, wireframes, mockups, and functional specifications

• Experience maintaining system protocols, architecture, requirements, and associated design documents through traceability, updating procedures, analyzing system and program changes

• Experience establishing and maintaining effective working relationships in team environments and with other business organizations

Preferred Experience Requirements:

Education:

• Bachelor’s Degree