The Sr. Salesforce business Analyst will be a member of the CRM team. He or she will be responsible for supporting existing CRM systems as well as aid the implementation of new functionality and new systems. As part of the CRM team they will ultimately be responsible for aiding in the creation of an enterprise-wide CRM solution.
The Qualified Candidate will be:
Responsible for interfacing with the company’s CRM/Marketing user community to both provide break-fix solutions and implement enhancements for the portfolio of CRM & Marketing Applications.
Own all aspects of CRM support/business needs for assigned business unit(s).
Document business needs; identify gaps between business needs and standard CRM application functionality; design and document solutions that fill the gaps; and provide detailed business requirements specifications for Salesfore.com developers.
Assure the seamless integration with various applications such as reservations systems (SeaWare, NVS, etc.), Epsilon, Business Warehouse, DocuSign, etc. through various ETL processes.
Perform application configuration and customization of CRM system/s (building screens, designing custom objects, developing workflows, etc.), including testing and evaluation to ensure quality and consistency
Evaluate and implement Salesforce AppExchange solutions and add-ons to enhance the CRM system/s.
Prepare and document data conversion requirements for mapping from company systems into CRM.
Develop, document, and execute test plans to assess the integrity and accuracy of business processes, CRM module functionality setups and modifications, enhancements, customizations, and patches.
Develop and maintain end user training documentation and deliver training to users as required.
Develop and maintain business process documentation and consider compliance in all business process analysis and redesign activities.
Support, analyze, and resolve critical production application issues as required.
Construct summary and detailed views in Salesforce.com (SFDC) for all CRM subject areas (campaign, lead, prospect, opportunity, pipeline, account, and revenue activities).
Provide guidance for system/process workflow template development and data filtering criteria within CRM systems.
Ensure consistency of CRM usage conventions, compliance with best practices, and integrity of data.
Perform and/or provide oversight on mass data uploads into CRM systems.
Implement new departments into Salesforce CRM platform as required.
Research and implement new releases, patches, and system updates of CRM system/s as required.
Lead small and mid-size projects from inception through implementation following SDLC and project management best practices.
Drive user adoption of CRM systems to ensure compliance and success of the tool.
Provide guidance and assistance to Jr team members as needed.
Support and implement various non Salesforce.com CRM/Marketing applications as required.
Perform other job-related functions as assigned.
SCOPE:
Incumbent shares responsibility for the ongoing analysis, design, and implementation of enhancements to the CRM platform.
Understands business needs of the various areas that use the CRM system.
Must be solution oriented and provide guidance to the main stakeholders of the CRM system. It is important that this role understands the vision of the departments and how to execute the change into the CRM system.
This position will have to work daily with the business areas that use the CRM such as Global Sales, Marketing and Marketing Research. Understanding the business model in these key areas is a must.
Must be able to communicate effectively with business users, fellow IT staff, upper level management, and outside vendors.
EDUCATION:
Bachelor’s degree or equivalent business experience required,
Salesforce Administrator or Advanced Administrator certification required,
Certified Pardot Specialist Certification preferred,
Certified Marketing Cloud Social Specialist preferred.
EXPERIENCE:
5-7 years of Salesforce CRM system administrator experience.
Salesforce.com implementation experience.
Experience gathering and consolidating requirements from cross-functional groups.
Experience leading Small to mid-scale projects to completion
Ability to work under pressure and meet constantly changing timelines.
Experience working with Pardot, Social Studio & CRM Fusion – Demand tools, preferred.
KNOWLEDGE & SKILLS:
Proven analytical skills.
Superb written and verbal communication skills as well as listening skills.
Solid problem-solving skills as well as demonstrated analytical and qualitative abilities.
Understanding of Business Analytics and the metrics that drive management decisions, and the ability to build reports and queries to support such metrics.