Salesforce/CRM Business Analyst IT

Title: Salesforce Business Analyst Information Technology II
Location: Torrance, CA ( This position is currently work from home but may be periodically required to be onsite for business needs)
Seeking a candidate who will be located in the Southern California area.
Contract Duration June 2023 March 31, 2024

We are looking for a Business Analyst to work for the Business Technology Solutions department. Primary tasks will include the following:

• Provide production support to our field staff and end customers.
• Work with Business and IT teams to document user stories (requirements), process flows, UAT results, status reports, create and maintain reporting.
• Lead small to medium projects/initiatives in a Salesforce environment.
• Research and resolve production issues, troubleshooting of the Salesforce and batch environments.
• Provide ad hoc user and SME support.
• Perform Impact Analysis across multiple platforms and applications related to Salesforce changes.
  

In addition, this BA will be responsible for the following areas of support:

Operations/Production Support:

• Manage Software, Application, System Upgrades, Enhancements and Maintenance as the business liaison of customer and associate facing systems and applications powered by SFDC.
• Provide SFDC Subject Matter Expertise.
• Support of issues from nationwide regions, centers, and consumers.
• Develop and maintain reporting to use as a tool for analysis to determine trends, platform/use case performance and call center operational impact that will lead to potential user stories.
• Maintain quality standard and process documentation and participate in Sprint Reviews and Retrospectives as a key member of the Digital Delivery Center and Scrum team.
• Support User Story activities.
• Coordinate and complete user story activities to remediate defect, system maintenance, and system enhancements.

Documentation:

• Create and maintain support documents including process maps/flows, user stories, acceptance criteria, status reports, work logs for action items, defects, testing scripts, etc..

Project/Key Initiative Support:

• Manage S to M projects/initiatives.
• Ensure a harmonious flow of work among production support and projects.
• Partner with the Project Teams to align the production support processes for implemented Salesforce projects.
• Play a key role in the transition from project to production support.t

Advance Agile processes:

• Contribute to the department's agile transformation by adopting agile principles and processes.

Required Skills and Expertise:

• Bachelor's Degree in Computer Science, Information Systems, Business Administration, or other related field or equivalent work experience.
• 5 to 7 years of relevant technical or business work experience.
• Two (2) or more years of Salesforce or related CRM experience.
• Experience with CRM (Customer Relationship Management) or account management systems and processes.
• Must have experience working within a production support environment and should be able to support in dedicated timeline.
• Proven ability to coordinate multiple initiatives simultaneously.
• Strong organizational skills.
• Skilled in creating best user stories, gathering requirements, and working with business users and technical teams.
• Experience conducting UAT and Regression Testing as well as be able to write Test Cases.
• Skilled in generating reports, as well as building and maintaining reports and providing production support.
• Exude a "go-getter attitude and require a limited amount of guidance.
• Experience being able to level set with stakeholders and set priorities.
• Willingness to work aggressively and understand the system and compliance related matters.
• Must have worked in Waterfall and Agile Methodology.
• Must be self-motivated with strong analytical, organizational and project coordination skills.
• Must have ability to communicate effectively with internal and external customers as well as non-technical and technical personnel.
• Strong verbal and written communication skills.
• Ability to perform the following tasks:
  • Manage medium to large projects/initiatives and support extra-large projects/initiatives.
  • Gather/refine complex business requirements, recommend, or make decisions on business requirements/interdependencies.
  • Work effectively with IT staff, 3rd party vendor staff.
  • Interact with other client company's personnel, builds strong relationships at all levels and across all business units and organizations, and understands business imperatives.
• Prior experience in a team environment and the ability to interface with all levels of management needed.

Desired Skills and Expertise:

• Experience in a captive finance, financial services, and/or banking.
  • Ideally from Banking, Auto Insurance, Financial industry.
  • Captive Finance is HIGHLY desired
• Excellent customer service and problem-solving skills .
• Adaptable with proven track record of growing responsibilities.
• Working knowledge of Azure DevOps (ADO) or JIRA .
• Agile methodology experience.

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