Senior Salesforce Business Analyst

at  Ciena

CIENA IS COMMITTED TO OUR PEOPLE-FIRST PHILOSOPHY. OUR TEAMS ENJOY A CULTURE FOCUSED ON PRIORITIZING A PERSONALIZED AND FLEXIBLE WORK ENVIRONMENT THAT EMPOWERS AN INDIVIDUAL’S PASSIONS, GROWTH, WELLBEING AND BELONGING. WE’RE A TECHNOLOGY COMPANY THAT LEADS WITH OUR HUMANITY—DRIVING OUR BUSINESS PRIORITIES ALONGSIDE MEANINGFUL SOCIAL, COMMUNITY, AND SOCIETAL IMPACT.

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• Understand & Document business needs by identifying gaps between cross-functional business and technical application requirements. Design and document solutions that fill those gaps and provide detailed functional and technical requirements for developers.
• Build and maintain effective customer relationships with Supply Chain and Return Materials Authorization (RMA) business partners to understand their priorities, problems and document various process workflows.
• Think holistically and work cross-functionally to design and improve processes and tools, work with both highly technical and non-technical disciplines to ensure that program inputs and requirements are translated to achieve the desired results.
• Serve as a key domain expert on complex and/or critical business issues and processes with particular emphasis on CRM and ERP systems and Return Material Authorization (RMA) business processes.
• Collaborate and assist Solution Architects and Product Owners to outline Services Technology Roadmap. Identify & measure baseline metrics that will be used to help make informative decisions.
• Lead meetings with cross-functional partners; communicate and provide transparency into solution options and drive teams to consensus.
• Maintain internal backlog of feature requests using Agile/SCRUM practices. Communicate status to end users and track/analyze issues for prioritization.
• Assist and coordinate with the development team on the development of feature, test cases and regression tests.
• Collaborate with Training and Enablement organizations to plan and deploy effective end-user training and ensure successful organizational change.
• Stay on top of industry trends and practices.
• Provide for Salesforce/ERP Configuration and Administration changes as required