THE ROLE

The focus of this position is to work closely with the Customer Operations business unit to gain in-depth understanding of their business strategy and processes, services and roadmap for the use of Sales Cloud, Service Cloud, Experience Cloud, PS Cloud and CS Cloud at Certinia. You will provide strategic business analysis services to the internal business units who utilize the Salesforce suite of products.

You will be expected to translate knowledge of their strategic business goals into a best in class implementation of Salesforce to deliver the ‘First and Best’ initiative. You will own the requirements gathering process for Salesforce, with a specific focus on a holistic design. You will see the value in optimizing business processes, using technology to deliver productivity improvements, automation and business decisions from real time, accurate data. You will consider how AI can help optimize workflows and help with scaling the Certinia business. Working with business stakeholders, the BA will consider the impact of business process change on the architecture of the Salesforce org. With this understanding, business requirements will be documented to a detailed level to enable our Salesforce administrators to implement directly, with limited iterations. 

In addition, the BA will advise on operational implications of proposed changes, maintaining an overall strategic view of business processes. The BA will be able to manage medium sized projects.work with the project manager for each project or enhancement to define test plans and drive change management. The Salesforce Business Analyst will report to the VP, Global Business Operations.

WHAT YOU WILL DO IN THIS ROLE 

• Support the implementation the Customer1 strategy (a best in class Certinia & Salesforce implementation), by building relationships and partnerships with Services, Customer Success, Support and Training; identifying business needs; determining processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities
• Work closely with business stakeholders to get an in-depth understanding of their core business processes 
• Assist in the overall solution architecture of Salesforce, delivering best practices architectures aligned to the stakeholders’ desired outcomes, including applications, systems, data & analytics, integrations, business processes, and technology
• Own the requirements gathering process for the Sales Cloud, Service Cloud and PSA to implement and optimize our processes 
• Translate requirements into clear and concise documentation needed to implement requirements by a Salesforce administrator without deep understanding of the related business area
• Help define the requirements gathering approach for the Salesforce Administrator team, including key artifacts and best practices, eg : process models, data models, capability diagrams, value chain diagrams and other artifacts as needed
• Create robust testing plans for features and solutions created by the Salesforce Administrator team, to ensure the solution fulfills all new business requirements and functions correctly without breaking existing functionalities
• Coordinates with the business to ensure they properly test new features before deployment to production
• Drive projects to completion, either supporting project management directly or take project management lead on smaller projects

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE 

• 3+ years experience working as a business analyst, Product Owner or similar role, on Salesforce 
• Understanding of business processes, specifically in services and support.
• Strong conceptual understanding and ability to clearly and concisely document complex workflows in a simple, elegant manner 
• Ability to analyze complex business/technical problems, synthesize solutions, and communicate options to a wide group of stakeholders
• Strong personality, able to work with, challenge and convince key stakeholders, driving to outcomes, with a determined focus to get things done 
• Detailed operational understanding of Salesforce Sales Cloud & Service Cloud
• Structured approach to project execution, ensuring that all parts are moving and taking active ownership to drive to successful outcomes 
• Understanding of Agile Methodology and the use of JIRA to run sprints.
• Proven track record of delivering medium projects to budget and deadlines

PREFERRED/NICE TO HAVE QUALIFICATIONS

• Consulting experience, implementing multiple different ERP vendor solutions 
• Knowledge of FinancialForce PS Cloud.
• Salesforce Trailheads or Admin Certifications
• Project Management certification 
• Agile methodologies
•