Sr.Lead Business Analyst

Role: Salesforce BSA - Systems and Support

Skills: Salesforce | Business Analysis | Business Process | Issue analysis | Customer Support | Process documentation | Process improvement | Release management & bug fixes | Communication

The ideal candidate will have a systems background, and passion for quality and customer service, and enjoys working in a dynamic, fast paced environment.  He/she will need to be extremely detail oriented, self-motivated, results oriented, and a great communicator.  As a BSA, the candidate will interact with various cross functional teams and define and document business processes and requirements. 

Skills/Requirements:

1. Salesforce system experience is preferred (4+ years). Experience in Services CPQ is a plus.
2. Salesforce admin or equivalent certification preferred.
3. Project coordination skills
4. Excellent verbal and written communication skills; ability to communicate effectively with different levels within the organization as well as collaborate with cross-functional business partners and technical teams.
5. Ability to gather and transfer requirements from stakeholders into an action plan and deliver on that action plan leveraging internal systems as needed.
6. Attention to detail with the ability to analyse and solve complex problems as well as provide documentation, guidance, and instruction to users.
7. Strong interpersonal skills with the ability to research solutions to issues as they arise.
8. Ability to manage stakeholder expectations professionally.
9. Ability to work independently, with general direction and guidance.
10. Self-motivated, flexible, team player with solid multi-tasking, time management & organization expertise with the ability to manage multiple and often changing priorities.

Responsibilities:

1. Define, document, and maintain business processes, requirements, and policies.  Look for ways to continuously improve processes & procedures.
2. Manage and support operations related initiatives identified by the Professional Services management team.
3. Identify opportunities for business process improvements and make recommendations as appropriate.
4. Work with the team to understand and prioritize field requests.
5. Manage the support queue to provide prompt support to end users including consulting ecosystem to resolve issues and address questions.
6. System testing of new functionality or bug fixes.
7. Collaborate closely with IT teams to conduct root-cause analysis on issues, identifying tactical fixes and sustainable long-term solutions