Business Systems Analyst, CRM

**Job Summary**

Analyzes and develops functional business requirements and modules testing for assigned projects. Applies complete knowledge, skills, and practices to perform assignments.

As a Salesforce Business Systems Analyst for the SF Platform within Wealth Management Canada (WMC), you will have a critical role in the implementation of Salesforce Financial Services Cloud (FSC) as the new WMC CRM platform, working closely with the business to ensure requirements are translated into a seamless experience for advisors and advising on processes to implement the functional capabilities needed for CRM to transform RBC WMC’s ability to engage with clients and derive key data driven analytics.

This role will also act as a business analysis expert for Salesforce on the software engineering team, developing and maintaining expertise on Salesforce Financial Services Cloud (FSC) and working in partnership with the WMC business and program teams.
- Conducting research and analysis on the effectiveness and efficiency of current processes and systems; delivering report findings.
- Requirements gathering and user story writing for both functional and technical requirements.
- Providing guidance and technical support during the implementation and configuration process for Salesforce CRM solutions.
- Performing prototyping, unit testing and in-depth testing of Salesforce solutions to ensure all problems and concerns are properly solved.
- Working closely with business architects and other technology staff to deliver project results while implementing risk analysis and meeting required deliverable.
- Build strong understanding of business domain functionality and technology options, in order to identify requirements “trade-offs” to meet business objectives and technology evolution
- Comfortable in using agile tools and processes to deliver solutions collaboratively, and acting as a liaison between the pods and business stakeholders.
- Oversee and manage the documentation structure across our agile tools, including defining a structured approach for user story documentation in Jira and requirements within Confluence
- Stay on top of the Jira board to align user stories with the overarching Goals, identifying gaps that could hamper delivery, and flag risks in a timely manner.
- Support and lead the evolution of the WMC CRM Centre of Excellence by championing process change, defining and documenting best practices, and supporting the entire program team with the transition to Salesforce

**What do you need to succeed?**
**Must-have**
- Minimum 2 years of experience in a Business Systems Analyst role with proven experience with Agile methodology delivering large-scale complex projects/programs.
- Requirements management and communication - requirements walkthroughs; scope and change management; traceability; configuration management, backlog management & prioritization.
- Combination of traditional business analysis skills with lean/agile analysis skills, and the ability to identify the need for and use techniques from either skillset (system context diagrams, use cases, storyboards, relative estimation).
- Experience in leading requirements planning and prioritization including stakeholder analysis and effort estimation.
- Requirements elicitation techniques such as Data Analysis, Document Analysis, Interviews, Facilitated Workshops, Observation, Prototyping, Focus Groups, Surveys.
- General understanding of the Salesforce platform and its architecture and product suite including Sales & Service Cloud and/or Financial Services Cloud
- Salesforce Certifications: Salesforce Administrator

**Nice-to-have**
- Experience implementing CRM solutions in the financial sector
- Wealth Management industry experience related to business processes and workflows
- Salesforce Certifications: Salesforce Platform App Builder, Sales Cloud, Service Cloud, Financial Services Cloud Accreditation
- Experience with CRM Analytics and leveraging for Predictive Analytics, Next Best Action, etc.

**What's in for you?**

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
- Leaders who support your development through coaching and managing opportunities
- Ability to make a difference and lasting impact
- Work in a dynamic, collaborative, progressive, and high-performing team
- A world-class training program in financial services
- Flexible work/life balance options
- Opportunities to do challenging work

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**Job Skills**

Agile Methodology, Business Data Analysis, Business Process Modeling, Commercial Acumen, Communication, Criti