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Senior Business Analyst
2 months ago
The Select Group is seeking a Business Systems Analyst for a remote opportunity. This role requires proficiency in Salesforce, particularly within the Service Cloud domain.
Essential Qualifications:
5+ Years of Experience as a CRM/Salesforce Business Analyst:
- Expertise in gathering technical requirements and collaborating with key business stakeholders while guiding technical teams.
- Ability to document techno-functional processes and workflows effectively.
- A strong functional background in CRM, with a focus on Salesforce, emphasizing functional experience over technical.
- Skilled in articulating business needs to technical teams.
- Experience in developing Case Management Solutions.
- Exceptional communication skills.
Technical Solutioning Expertise:
- Engagement with business units to identify functional challenges with existing technology.
- Providing recommendations as a subject matter expert in Service Cloud.
- Developing technical workflows, plans, and guidelines for task execution.
- Strong communicator with a methodical approach to documentation.
Experience with Salesforce Service Cloud:
- Familiarity with the functionalities of Service Cloud.
- Understanding of necessary adjustments for integrations, customizations, enhancements, and migrations.
Technical and Customer Support Technology Background:
- Experience leading projects involving support technologies such as CRMs, helpdesk software, ERP systems, chatbots, ticketing systems, and call center applications.
Agile Methodology Experience:
- Experience working within Agile frameworks.
Role Responsibilities:
- Foster strong, collaborative relationships with internal business partners to understand support and service processes, identifying automation opportunities and recommending technology solutions that enhance customer value.
- Maintain functional expertise in operational software solutions and collaborate with third-party application vendors to understand future product plans.
- Stay informed on software market leaders and emerging technologies in the support and services sector, serving as a trusted advisor for technology recommendations.
- Lead requirements gathering activities through workshops, focus groups, and interviews to validate business needs.
- Model current and future state business processes, ensuring clarity in requirements and solutions that align with established KPIs.
- Translate gathered input into detailed business requirement documents, user journey maps, and systems interaction diagrams.
- Act as the primary liaison between business stakeholders and technical teams, ensuring documentation is complete and clear.
- Collaborate with Technical and Solution Architects to meet security and architectural standards.
- Represent support functions in cross-functional projects, coordinating issue resolution as needed.
- Facilitate User Acceptance Testing sessions to ensure alignment on test scope and approvals.
- Assist in prioritizing bug fixes and continuous improvement requests, managing the backlog of requests with business stakeholders.
