Business Analyst, Salesforce Service Cloud

3 weeks ago

Vancouver, Canada Arc'teryx Full time

**Your Opportunity at ARC’TERYX**:
As the Business Analyst, Salesforce Service Cloud, you will act as the conduit between Information Systems (IS) and multiple business teams. You assist with our configuration and integration projects by eliciting and analyzing requirements, liaising between business and technical resources, and documenting business processes or systems and their integration. You must be able to quickly absorb new and different types of information, modify and adapt existing knowledge, and work in a changing and evolving environment, to ensure successful project delivery using an agile scrum methodology. You are a critical thinker who enjoys diving into the details and seeking to understand the “how” and “why”.

**Meet Your Future Team**:
The Guest Services / Aftersales SWAT team is a technology driven team focused on the Salesforce Service cloud instance that supports our Guest services and Aftersales business teams. This team will be focused on continually improving our Salesforce Service cloud environments to better suit our business’s evolving needs. We are passionate about improving the guest experience through technology and strive to put the guests at the centre of every decision we make.

**If you were the Business Analyst, Salesforce Service Cloud now, here are some of the core activities you would be doing**:

- Driving requirements gathering sessions with both the guest services and after sales teams
- Consulting with stakeholders and acting as a conduit between stakeholders and the development squad
- Translating business requirements into detailed and actionable specifications and requirements documents
- Creating understandable visual representations to communicate complex concepts and models for various target audiences
- Documenting detailed user stories, process flows, systems diagram flows, and acceptance criteria that will be used for business process review, systems architecture, web development, quality assurance and change management
- Working with stakeholders and development squad to plan, groom and prioritise the product backlog to ensure work focuses on features that align with business priorities
- Organising and facilitating user acceptance testing with business users
- Identifying and documenting current and future business process, changes, and improvements to facilitate change management
- Facilitating and managing stakeholder engagement
- Maintaining process and system documentation as business and systems evolve
- Assisting Project Managers with prioritizing requests from business units to ensure team is focused on delivering business value

**Here are some of the things you could be working on in the future**:

- Developing, updating, and embedding your extensive expertise on business areas & technologies in scope within the Business Analysts chapter and the agile squads
- Preparing and coordinating system changes for release, organizing and leading product demo sessions, coordinating user training, arranging special hardware requirements with IS Infrastructure Manager
- Developing your documentation skills to assist our business teams and technology teams in conceptualizing complex processes and requirements and to organize crucial business rules and technology parameters
- Assisting the IS leadership team with other tasks and projects as required

**Are you our next Business Analyst, Salesforce Service Cloud?**:

- You have a Bachelor’s degree or post-secondary education in business, information systems or a relevant field, completion of a recognized Business Analysis program, and/or equivalent business experience
- You have 3+ years of experience as a Business Analyst, working on agile projects or experience working on information systems projects related to Guest Services (customer services) and or Aftersales support.
- You have experience with Salesforce Service Cloud development
- You have experience with working in an Agile methodology
- You have excellent interpersonal skills and the ability to communicate with all levels of stakeholders to be able to explain, articulate, and document concepts, business processes, systems and business requirements efficiently
- You have strong organization and prioritization skills while managing multiple, competing priorities
- You are familiar with web-development
- You possess a high level of analytical and critical thinking
- You have a solid understanding of data models (ERDs)
- You have experience using JIRA
- You have experience with working in the (Outdoor) Apparel or Retail industry
- You are proactive in identifying the root cause of issues and developing solutions
- You remain highly flexible and adaptable when faced with ambiguity
- You are able to balance autonomy and collaboration
- You inspire breakthrough thinking and continuous improvement
- You seek the best (but sometimes not the easiest) solutions, with an unwavering commitment to do what is right
- Your passion for your work is par

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