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Business Analyst, Support Strategy

4 months ago

Toronto ON, Canada Salesforce Full time

Overview of the Role
As a global company that’s growing at the speed of light, we are seeking an analyst to join the Support Strategy & Operations team to help our Global Business Strategy Operations Organization scale with this incredible growth. The team sets the strategic direction for the Operational Support Organization, driving cross-functional process improvement, technology implementation, and scale initiatives.

The successful candidate must possess strong communication and technical skills. This person will need to be able to quickly learn the business domain and be able to apply the knowledge in conjunction with their business analysis skills. This person will primarily focus on process documentation & requirements elicitation to support broader company initiatives & program goals. Our ideal candidate must enjoy working in a highly dynamic, fast-paced, and high-growth environment, as well as be experienced at working with global business stakeholders.

Responsibilities
  • Engage with business users at different levels to understand business needs, analyze and document their technical requirements.
  • Document functional & technical requirements of approval workflows, picklist values, assignment rules, approval queues, and other standard Salesforce configurations.
  • Submit & track tickets with our Salesforce Administrators & development teams.
  • Work effectively with the technical/development team and help them understand the specifications/requirements for technical development, testing, and implementation.
  • Conduct UAT for config changes. Identify test scenarios, develop test scripts, and execute end-to-end testing and user acceptance testing as needed.
  • Update process documentation & artifacts to reflect support model changes & configurations.
  • Support larger projects that impact Global Business Strategy support teams.

Preferred Qualifications

  • Salesforce Administrator Certification Preferred.
  • 2-3 years of hands-on experience as a business system analyst, specifically in the areas of enterprise systems.
  • Ability to connect business requirements to functional application capabilities quickly and assess the appropriate relevance of incorporating different product technologies to business problems; ability to learn new applications and technologies.
  • Experience driving and gathering business requirements, assessments, and solutions, especially in the areas of support.
  • Experience working with both business and technical teams, coordinating solution design, development/configuration, and deployment across multi-dimensional teams.
  • Experience in business process analysis.
  • Analytical mindset and data-driven competencies are a must with the ability to dig under the hood and leverage usage and adoption data points to drive value and change.
  • Proven ability to coordinate a diverse set of business users to develop cohesive and streamlined requirements, documentation, and user acceptance criteria.
  • Excellent spoken and written communication as well as receptive listening skills, with the ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences.
  • Excellent team player able to work within a global operating model, including virtual and distributed cross-functional teams, with the flexibility to work across different time zones.
  • Ability to support team members and improve work processes.
  • Degree or equivalent proven experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).
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