Senior CRM Systems Analyst

2 weeks ago

San Francisco, United States Pattern Energy Group Full time

Overview

Pattern Energy is a leading renewable energy company that develops, constructs, owns, and operates high-quality wind and solar generation, transmission, and energy storage facilities. Our mission is to transition the world to renewable energy through the sustainable development and responsible operation of facilities with respect for the environment, communities, and cultures where we have a presence.

Our approach begins and ends with establishing trust, accountability, and transparency. Our company values of creative spirit, pride of ownership, follow-through, and a team-first attitude drive us to pursue our mission every day. Our culture supports our values by fostering innovative and critical thinking and a deep belief in living up to our promises.

Headquartered in the United States, Pattern has a global portfolio of more than 30 power facilities and transmission assets, serving various customers that provide low-cost clean energy to millions of consumers.

JOB PURPOSE

Reporting to the Senior CRM & Content System Manager, the Senior Business System Analyst will support various Pattern departments such as Origination, External Affairs, Finance, Operations, Project Execution, and other internal stakeholder teams by ensuring a smooth day-to-day administration of system processes, solution design, declarative configurations, and continuous platform maintenance. Additionally, the candidate will use their knowledge of the Salesforce Lightning platform and be a key contributor in successfully completing release lifecycles which includes scheduling, coordinating, planning, and in collaboration with the Sr. Manager controlling the development and delivery releases.

Salesforce CRM is a crucial platform at Pattern. This position is a link between system end users and software, as well as internal and external Enterprise Technology (ET) teams that support it. This role will be an integral part of an agile team working closely with the Sr. Manager and other team members, to provide day-to-day support, govern/maintain CRM health, work with Managed Services to resolve a variety of issues, and guide new users in the system.

Our team places a significant emphasis on user support. As a result, the Senior CRM System Analyst role involves proactive planning and analysis of the health, incidents, and requests raised by users. These tasks encompass conducting monitoring, analyzing key measurement factors, training new users, assisting in building the business SME resource, collecting feedback, prioritizing, meeting Service Level Agreements (SLA), troubleshooting, and debugging application systems.

Furthermore, the Senior CRM System Analyst should aim for service focus, professionalism, responsiveness, and meticulous attention to detail while managing multiple concurrent deliverables.

Responsibilities
  • Responsible for working with Managed Services for day-to-day maintenance, execution of approved configurations, user support, and improvement of our evolving CRM platform.
  • Skillfully employ Azure DevOps to understand user stories and translate/capture business requirements.
  • Provide daily technical support and issue resolution, encompassing the management of boards, repositories, pipelines, test plans, and other functionalities.
  • Serve as the expert to define, design, and configure error features and enhancements to Salesforce platform.
  • Own and manage assigned support tickets and be responsible for the backlog delivery.
  • Demonstrate advanced technical expertise in Salesforce customization, programming (e.g., Apex, Visualforce, Lightning Components), and complex system integrations.
  • Ensure high standards of data quality and integrity by implementing rigorous data cleaning, deduplication, and validation processes.
  • Maintain CRM system security and compliance with regulatory requirements.
  • Lead and coordinate complex projects across different teams, ensuring clear communication and efficient execution of tasks.
  • Lead Salesforce configuration changes, including object, field, and record management, workflow, process builder, flow, assignment rules, approval processes, and dashboards.
  • Work with stakeholders to identify, gather and translate business and technical requirements into scalable business solutions.
  • Work with Senior product manager to assess the impact of new requirements on Salesforce.com and other applications.
  • Design and manage integrations between Salesforce and other business systems.
  • Lead change management initiatives for CRM system enhancements.
  • Conduct thorough testing and quality assurance processes.
  • Oversee data migration projects.
  • User support is important; therefore, the Senior Business System Analyst should enjoy all aspects of user management.
  • Develop intermediate complex reports and dashboards within Salesforce CRM.
  • Assist with new users and ongoing user training sessions.
  • Monitor and improve user adoption.
  • Provide mentoring and technical leadership to other team members.
  • Drive continuous improvement and innovation within the Salesforce ecosystem.
  • Develop and deliver comprehensive Salesforce training programs.
Qualifications

Experience/Qualifications/Education Required

  • 5+ years end-to-end implementation experience with expert level understanding of the Lightning Platform of Salesforce Sales and Service Cloud.
  • 5+ years of experience in SDLC project management and analysis.
  • A bachelor's degree in computer science would be advantageous.

Technical Skills

  • Deep understanding of Salesforce platform capabilities.
  • Proficiency in configuring Salesforce objects, fields, workflows, process builder, and validation rules.
  • Basic understanding of Apex and Visualforce.
  • Knowledge of building user interfaces with Lightning Web Components.
  • Understanding of Salesforce integration methods.
  • Proficiency in data migration techniques and maintaining data integrity.
  • Familiarity with Salesforce AppExchange.
  • Ability to create custom reports, dashboards, and analytical snapshots in Salesforce.
  • Understanding of Salesforce security model and compliance standards.
  • Experience working in Agile development environments.
  • Ability to document requirements, solution design, test plans, and user guides.

Pattern Energy Group is an Equal Opportunity Employer.

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