Salesforce/CRM Business Analyst IT III

Description

Title : Salesforce Business Analyst Information Technology III Location : Torrance, CA ( This position is currently work from home but may be periodically required to be onsite for business needs) Seeking a candidate who will be located in the Southern California area.

Contract Duration June 2023 March 31, 2024 We are looking for a Business Analyst to work for the Business Technology Solutions department.

Primary tasks will include the following :

• Provide production support to our field staff and end customers.
• Work with Business and IT teams to document user stories (requirements), process flows, UAT results, status reports, create and maintain reporting.
• Lead small to medium projects / initiatives in a Salesforce environment.
• Research and resolve production issues, troubleshooting of the Salesforce and batch environments.
• Provide ad hoc user and SME support.
• Perform Impact Analysis across multiple platforms and applications related to Salesforce changes.

In addition, this BA will be responsible for the following areas of support : Operations / Production Support :

• Manage Software, Application, System Upgrades, Enhancements and Maintenance as the business liaison of customer and associate facing systems and applications powered by SFDC.
• Provide SFDC Subject Matter Expertise.
• Support of issues from nationwide regions, centers, and consumers.
• Develop and maintain reporting to use as a tool for analysis to determine trends, platform / use case performance and call center operational impact that will lead to potential user stories.
• Maintain quality standard and process documentation and participate in Sprint Reviews and Retrospectives as a key member of the Digital Delivery Center and Scrum team.
• Support User Story activities.
• Coordinate and complete user story activities to remediate defect, system maintenance, and system enhancements.

Documentation :

Create and maintain support documents including process maps / flows, user stories, acceptance criteria, status reports, work logs for action items, defects, testing scripts, etc..

Project / Key Initiative Support :

• Manage S to M projects / initiatives.
• Ensure a harmonious flow of work among production support and projects.
• Partner with the Project Teams to align the production support processes for implemented Salesforce projects.
• Play a key role in the transition from project to production support.t

Advance Agile processes :

Contribute to the department's agile transformation by adopting agile principles and processes.

Required Skills and Expertise :

• Bachelor's Degree in Computer Science, Information Systems, Business Administration, or other related field or equivalent work experience.
• 5 to 7 years of relevant technical or business work experience.
• Three (3) or more years of Salesforce or related CRM experience.
• Experience with CRM (Customer Relationship Management) or account management systems and processes.
• Must have experience working within a production support environment and should be able to support in dedicated timeline.
• Proven ability to coordinate multiple initiatives simultaneously.
• Strong organizational skills.
• Skilled in creating best user stories, gathering requirements, and working with business users and technical teams.
• Experience conducting UAT and Regression Testing as well as be able to write Test Cases.
• Skilled in generating reports, as well as building and maintaining reports and providing production support.
• Exude a "go-getter attitude and require a limited amount of guidance.
• Experience being able to level set with stakeholders and set priorities.
• Willingness to work aggressively and understand the system and compliance related matters.
• Must have worked in Waterfall and Agile Methodology.
• Must be self-motivated with strong analytical, organizational and project coordination skills.
• Must have ability to communicate effectively with internal and external customers as well as non-technical and technical personnel.
• Strong verbal and written communication skills.
• Ability to perform the following tasks : Manage medium to large projects / initiatives and support extra-large projects / initiatives.

Gather / refine complex business requirements, recommend, or make decisions on business requirements / interdependencies.

Work effectively with IT staff, 3rd party vendor staff.Interact with other client company's personnel, builds strong relationships at all levels and across all business units and organizations, and understands business imperatives.

Prior experience in a team environment and the ability to interface with all levels of management needed.

Desired Skills and Expertise :

Experience in a captive finance, financial services, and / or banking. Ideally from Banking, Auto Insurance, Financial industry.

Captive Finance is HIGHLY desired

• Excellent customer service and problem-solving skills.
• Adaptable with proven track record of growing responsibilities.
• Working knowledge of Azure DevOps (ADO) or JIRA.
• Agile methodology experience.
30+ days ago