Salesforce Business Analyst

7 months ago

Toronto, Canada Product and Technology Full time

**Job no**: 521847

**Brand**: Product and Technology

**Work type**: Full time, Hybrid

**Location**: Ontario

**Categories**: Operations & Professional Services, Information & Technology

**Salesforce Business Analyst**

Flight Centre Travel Group (FCTG) is one of the world’s largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane, Australia has company-owned leisure and corporate travel business in 23 countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United Arab Emirates and Asia. FCTG also operates a global corporate travel management network, which extends to more than 90 countries through company-owned businesses and independent licensees. The company opened its first leisure travel shop in Sydney, Australia in 1982 and listed on the Australian Securities Exchange in 1995. Our purpose is to “open up the world for those who want to see”. Every day, we give people all around the world the opportunity to experience something really amazing - travel

To learn more about Flight Centre Travel Group please click HERE

**About The Opportunity**

Flight Centre Travel Group’s global CRM team is responsible for delivering technology solutions that create efficiency and enhanced effectiveness for both our people and our corporate customers. With Salesforce at the heart of these solutions, our business analysts play a key role in managing and evolving our world class CRM technology platform.

The Salesforce Business Analyst is a business-improvement role that will help guide businesses to improve business processes and efficiency in Salesforce. Along with our Product and Project team, the business analyst will be responsible for supporting the business in product planning, including gathering and prioritizing product and customer requirements, capturing end-to-end business processes, and working closely with our Technical Team, Regional Enablement team and Product Owners.

We have recently completed rebuilding our 15+ year legacy Salesforce instance. Our focus now is to continue to add value by enabling our business through technology while further globalizing our people and processes. The business processes we enable in our Salesforce are end to end as we cover Marketing, Sales, Implementations, Account Management, Operations, and Support. We have also recently deployed an Omni Channel solution that is critical to our business and their interactions with customers. This is leveraging Service Cloud and will continue to expand with the use of Service Cloud Voice, Einstein, GPT, and integrations with our other important platforms. This is truly an amazing opportunity to help take FCTG to the next level and change the way we do business with our customers while strengthening our position as a leader in travel tech.

**Key Responsibilities**
- Work with members of broader team to ensure the best solution is sought and implemented
- Design, document and create underlying data structures and flows
- Lead and manage requirements gathering as part of the project process
- Contribute to new idea conception
- Contribute to requirement analysis and support development of appropriate user stories
- Translate functional requirements into conceptual and technical design documents
- Handover technical projects to support and governance
- Contribute to SFDC release and review updates
- Actively contribute to global governance functions and procedures
- Translate Business Capabilities and Objectives into better-designed processes (journeys) with a keen focus on user-driven outcomes
- Write logical, comprehensive, concise reports and correspondence
- Strong analytical and problem-solving skills
- Ask probing questions and be able to identify patterns, trends, and gaps
- Be able to compare solutions options and evaluate how well they meet a particular need
- Be able to understand the problem from all perspectives (i.e. business, technical and end-user), analyze the available options and constraints and then recommend possible solutions
- Be able to think out of the box and must come up with novel solutions
- Technical acumen to think critically and converse with technical architects and developers

**Experience & Qualifications**
- Bachelor’s degree in related field is desirable
- Salesforce Certified Administrator is a plus
- Agile/Scrum Certification is a plus
- Minimum of 5 years of hands-on experience in software development, with focus on customizations and complex projects.
- Demonstrated experience in working on transformational projects, leading technical initiatives, and driving positive change within
- Salesforce implementations.
- In-depth knowing of Agile methodology and sprint ceremonies.
- Experience with popular development tools to track users stories, requirements, and sprint/backlog management (JIRA, ADO, etc.)
- Familiarity with the travel industry will be considered an asset.
- Analyze, evaluate, and i

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