Salesforce Business Systems Analyst

SALESFORCE BUSIENSS SYSTEM ANALYST
The Select Group is currently hiring for a Business Systems Analyst to join as a resource for one of our clients within the eLearning industry that will be 100% REMOTE!  Ideally this Analyst should be someone who is proficient in Salesforce and has strong knowledge with Service cCoud.  This individual will be supporting the products this company utilizes to resolve customers issues, keep track of issue resolution, and preventative customer touch point funnels.  Most of these products/applications run on Pearson Salesforce.Com CRM, and they are continuing to increase the use ServiceCloud’s functionality.  Some of the projects this individual will be supporting include salesforce service cloud implementations, Chat bot configurations, service cloud voice, omni channel supervisions and continuous improvement projects. If this is something you are interested in please apply today!


SALESFROCE BUSINESS SYSTEM ANALYST REQUIREMENTS:

• 5+ years CRM/Salesforce Business Analyst Experience:
  • Gathering of Technical requirements, Meeting with key Business Stakeholders, and guiding Technical teams
  • Documenting techno-functional process/workflows
  • Technical/Functional blend of Experience in the CRM (preferably Salesforce) domain- Emphasis on FUNCTIONAL experience over technical
  • Articulating the business needs to technical teams
  • Building Case Management Solutions
• Technical Solutioning Background:
  • Meeting with business to understand their functional challenges with current Technology
  • Giving recommendations as the departments “SME/expert” in Service Cloud
  • Building out Technical Workflows, Plans, Guidelines on how to accomplish certain tasks
  • Strong Communicator– Strategically methodical / and provides documentation
• Salesforce “ServiceCloud” Experience:
  • Experience with functionality of ServiceCloud
  • Technically understand what adjustments are needed for; integrations, customizations, enhancements, migrations, etc.
• Technical/Customer Support Technology Experience:
  • Led projects dealing with support Technology (CRMs, Helpdesk Software, ERP’s, Chatbot’s, Ticketing systems, Call center applications, etc.)
• Agile Methodology Experience:
  • Working in Agile methodology

• Build strong, collaborative relationships with internal business partners, developing an understanding of Support and Service business processes and best practices. Identify opportunities to automate and make recommendations on business approaches and technology solutions that increase value to our customers (both internal and external).
• Develop and maintain functional expertise in software solutions. Work with commercial 3^rd party application vendors, whose software has been deployed, to understand plan of intent and plan of record for future product plans. Articulate needs and advocate for capabilities deemed a priority. Advise representatives from the business and IT on the impact of new functionality and opportunities for business improvement.
• Keep up on software market leaders and emerging technologies in the Support & Services space. Become a trusted advisor to the Support function in recommending technologies that will address gaps, improve how we operate, and drive innovation.
• Lead requirements gathering activities, including facilitating workshops, focus groups, interviews, conference room pilots, etc. to gather and validate business needs.
• Model current and future state business processes. Ask questions needed to fully understand business objectives and elicit, refine, and break down complex business requirements necessary to achieve them. Ensure requirements and solutions proposed map clearly to KPIs and objectives established.
• Translate input gathered into detailed business requirement documents, user journey maps, epics, user stories, systems interaction diagrams, etc.
• Serve as primary liaison between internal business stakeholders and the technical team, ensuring that business processes and requirements are documented, complete, clear, testable, measurable and articulated in a manner that allows the technical team to propose, estimate and construct solutions fit for purpose.
• Collaborate with Technical and Solution Architects to ensure that security and architectural standards are met, and requirements meet the definition of “ready” prior to technical teams beginning estimation/implementation.