Business Analyst - CRM

Competencies:

Analytical Skills:

- Needs Assessment

- Needs elaboration

- Requirements definition

System Processes:

- Process Mapping

- Process Definition

Communication:

- Verbal communication

- Written communication

Job Skills & Responsibilities:

- Elicit requirements for SalesForce Service org using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.

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

- Proactively communicate and collaborate with business and technology stakeholder groups to analyze information needs and functional requirements and deliver the artifacts necessary to support the accurate definition of the SalesForce Service cloud.

- Work independently with users to define concepts and under direction of SalesForce Senior Product Manager

- Drive and challenge business units on their assumptions of how the SalesForce service org will support their business objectives

- Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.

- Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.

- Develop requirements specifications according to standard templates, using natural language.

- Collaborate with SalesForce development team and configuration staff to establish the technical vision and analyze tradeoffs between usability and performance needs.

- Liaison between the Service, sales business units, Product and technology teams and other support teams

Qualifications:

- 7-9 years Business Analyst experience

- 3-5 years Digital marketing analyst experience

- 2-3 years SalesForce Service Cloud experience

- Certified SalesForce Service Cloud Consultant