Business Systems Analysis

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<p style="font-family: Calibri; font-size: 11pt; margin: 0in;">As a Business Systems Analyst specializing in Salesforce CRM and Experience Cloud, you will play a critical role in optimizing our organization’s digital customer experience and CRM operations. <span>You’ll collaborate with cross-functional teams to analyze requirements, drive enhancements for CRM and experience clouds to ensure seamless integration with CRM systems to support business growth and customer satisfaction. This role is pivotal in enabling data-driven decision-making, supporting omnichannel strategies, and delivering innovative solutions that enhance both internal processes and external customer engagement.</span></p><p style="font-family: Calibri; font-size: 11pt; margin: 0in;"> </p><p style="font-family: Calibri; font-size: 16pt; margin: 0in;"><strong>Key Responsibilities</strong></p><ul type="disc" style="direction: ltr; list-style-type: disc; margin-bottom: 0in; margin-top: 0in; unicode-bidi: embed;"><li style="margin-bottom: 0px; margin-top: 0px; vertical-align: middle;"><span style="font-family: Calibri;"><span style="font-size: 11pt;">Serve as a liaison between business teams and technical teams to support day-to-day CRM operations </span></span></li><li style="margin-bottom: 0px; margin-top: 0px; vertical-align: middle;"><span style="font-family: Calibri;"><span style="font-size: 11pt;">Gather, analyze, and document business requirements; translate them into technical specifications and user stories </span></span></li><li style="margin-bottom: 0px; margin-top: 0px; vertical-align: middle;"><span style="font-family: Calibri;"><span style="font-size: 11pt;">Partner closely with development teams to implement enhancements and support ongoing Salesforce functionality </span></span></li><li style="margin-bottom: 0px; margin-top: 0px; vertical-align: middle;"><p><span style="font-family: Calibri;"><span style="font-size: 11pt;">Support and optimize Salesforce CRM and Experience Cloud (customer-facing applications), including a new customer portal initiative </span></span></p><p> </p></li><li style="margin-bottom: 0px; margin-top: 0px; vertical-align: middle;"><span style="font-family: Calibri;"><span style="font-size: 11pt;">Drive continuous improvement of existing processes, workflows, and system capabilities </span></span></li><li style="margin-bottom: 0px; margin-top: 0px; vertical-align: middle;"><span style="font-family: Calibri;"><span style="font-size: 11pt;">Manage multiple functional areas within Salesforce, working alongside other analysts who own different components (e.g., core Salesforce vs. other platforms) </span></span></li><li style="margin-bottom: 0px; margin-top: 0px; vertical-align: middle;"><span style="font-family: Calibri;"><span style="font-size: 11pt;">Facilitate conversations with stakeholders, ask probing questions, and dive deep into system and process challenges </span></span></li><li style="margin-bottom: 0px; margin-top: 0px; vertical-align: middle;"><p><span style="font-family: Calibri;"><span style="font-size: 11pt;">Ensure alignment between business processes and how systems are configured and utilized </span></span></p><p><span style="font-family: Calibri;"><span style="font-size: 11pt;"> </span></span></p></li></ul><p style="font-family: Calibri; font-size: 16pt; margin: 0in;"><strong>Required Qualifications</strong></p><ul type="disc" style="direction: ltr; list-style-type: disc; margin-bottom: 0in; margin-top: 0in; unicode-bidi: embed;"><li style="margin-bottom: 0px; margin-top: 0px; vertical-align: middle;"><span style="font-family: Calibri;"><span style="font-size: 11pt;">3+ years of experience with Salesforce (CRM and/or Experience Cloud) and a strong understanding of how the platform works </span></span></li><li style="margin-bottom: 0px; margin-top: 0px; vertical-align: middle;"><span style="font-family: Calibri;"><span style="font-size: 11pt;">Proven ability to support and enhance business applications in a cross-functional environment </span></span></li><li style="margin-bottom: 0px; margin-top: 0px; vertical-align: middle;"><span style="font-family: Calibri;"><span style="font-size: 11pt;">Experience working with system integrations</span></span></li><li style="margin-bottom: 0px; margin-top: 0px; vertical-align: middle;"><span style="font-family: Calibri;"><span style="font-size: 11pt;">Strong analytical and problem-solving skills with the ability to dig in, ask questions, and uncover root causes </span></span></li><li style="margin-bottom: 0px; margin-top: 0px; vertical-align: middle;"><span style="font-family: Calibri;"><span style="font-size: 11pt;">Ability to bridge the gap between business and technical teams </span></span></li><li style="margin-bottom: 0px; margin-top: 0px; vertical-align: middle;"><span style="font-family: Calibri;"><span style="font-size: 11pt;">Excellent communication skills with the ability to manage stakeholder conversations effectively </span></span></li></ul><p style="font-family: Calibri; font-size: 16pt; margin: 0in;"><strong>Core Competencies</strong></p><ul type="disc" style="direction: ltr; list-style-type: disc; margin-bottom: 0in; margin-top: 0in; unicode-bidi: embed;"><li style="margin-bottom: 0px; margin-top: 0px; vertical-align: middle;"><span style="font-family: Calibri;"><span style="font-size: 11pt;">Ability to understand and document business processes and translate them into technical solutions </span></span></li><li style="margin-bottom: 0px; margin-top: 0px; vertical-align: middle;"><span style="font-family: Calibri;"><span style="font-size: 11pt;">Skilled in writing and managing user stories and requirements </span></span></li><li style="margin-bottom: 0px; margin-top: 0px; vertical-align: middle;"><span style="font-family: Calibri;"><span style="font-size: 11pt;">Comfortable working in a fast-paced environment with multiple system components and stakeholders </span></span></li><li style="margin-bottom: 0px; margin-top: 0px; vertical-align: middle;"><span style="font-family: Calibri;"><span style="font-size: 11pt;">Strong collaboration skills, especially with development teams </span></span></li><li style="margin-bottom: 0px; margin-top: 0px; vertical-align: middle;"><span style="font-family: Calibri;"><span style="font-size: 11pt;">Ability to connect business needs to system design and architecture </span></span></li></ul>

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