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Senior Business Systems Analyst, CTI & Workforce Management 9/17/2017

Salesforce.com Indianapolis, IN

Company
Salesforce.com
Job Classification
Full Time
Company Ref #
59785
Location
Indianapolis, IN
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
Bachelors Degree
AJE Ref #
579546555

JOB DESCRIPTION

APPLY
Post Date:
09/15/2017

JOB DESCRIPTION:
SR. BUSINESS SYSTEMS ANALYST, CTI & WORKFORCE MANAGEMENT
ROLE:
SALESFORCE IS LOOKING FOR A SR. BUSINESS SYSTEMS ANALYST TO WORK WITH GEOGRAPHICALLY DISPERSED SCRUM TEAMS AND BUSINESS PARTNERS ON IMPLEMENTING AND SCALING A WORKFORCE MANAGEMENT SOLUTION FOR A MULTI-BILLION DOLLAR BUSINESS AS WELL AS SUPPORTING THE COMPUTER TELEPHONY INTEGRATION (CTI) ACROSS SALESFORCE. THIS ROLE IS THE PRIMARY INTERFACE BETWEEN IT DELIVERY TEAMS AND BUSINESS PARTNER SUBJECT MATTER EXPERTS AND IS RESPONSIBLE FOR GATHERING, ORGANIZING, AND DOCUMENTING BUSINESS REQUIREMENTS IN A SHAREABLE, ACTIONABLE, STANDARDIZED FRAMEWORK.
THE SR. BUSINESS SYSTEMS ANALYST WILL PROVIDE INITIAL TRIAGE ON THE INTAKE OF A "REQUEST" AND HELP TO IDENTIFY BUSINESS REQUIREMENTS, THE "WHAT." THE BSA TRANSLATES THE BUSINESS NEEDS INTO ACTIONABLE REQUIREMENTS BY GETTING ENOUGH INFORMATION TO MAKE A SOLUTION POSSIBLE; HELP DRIVE CLARITY TO MAKE RATIONAL DECISIONS.
THE SR. BSA SHOULD SHARE AN EQUIVALENT LEVEL OF SOLUTION SUBJECT MATTER EXPERTISE WITH THEIR BUSINESS PARTNERS AND A ROBUST UNDERSTANDING OF THE TECHNOLOGY CONCEPTS APPLICABLE FOR THE FUNCTIONS. CONFIDENT ENGAGING WITH BUSINESS AND TECHNOLOGY PARTNERS, THE SR. BSA IS ADEPT AT DISTINGUISHING OBJECTIVES, OBSTACLES, AND SOLUTIONS. SR. BSAS MAY CONTRIBUTE TO SOLUTION DESIGNS, TESTING PLANS AND EXECUTION, AS WELL AS THE TRAINING, TROUBLESHOOTING, AND PROJECT MANAGEMENT ASPECTS OF ADDRESSING BUSINESS AND OPERATIONAL NEEDS.
RESPONSIBILITIES:
THE SR. BUSINESS SYSTEMS ANALYST COLLABORATES WITH A GROUP OF PRODUCT OWNERS ON REQUIREMENTS, BUSINESS VALUE SCORING AND SUCCESS METRICS. THE BSA DRIVES THE REQUIREMENTS GATHERING PROCESS THAT ACCURATELY REFLECTS BUSINESS NEEDS WHICH INCLUDES: RISK ANALYSIS, "AS IS" AND "TO BE" PROCESS DOCUMENTATION, AGNOSTIC OF A SPECIFIC TECHNICAL SOLUTION. THE BSA REVIEWS TECHNICAL SOLUTIONS FOR COMPLIANCE TO BUSINESS PROCESS AND OBJECTIVES. THE BA COORDINATES END TO END UAT CYCLE. THE BA DEVELOPS ORGANIZATIONAL CHANGE MANAGEMENT FRAMEWORK; GROUP/FUNCTIONAL SUCCESS METRICS) ACCEPTANCE CRITERIA.
AS A SR. BUSINESS SYSTEMS ANALYST, YOU PERFORM THE CORE DUTIES OF A BSA AND TAKE ON A LARGER ROLE WITHIN THE BSA COMMUNITY. YOU SERVE ON INTERNAL TEAMS OR COMMITTEES HELPING IMPROVE PROCESSES OR CREATE NEW ONES. YOU MAY SERVE AS A LEADER AND MENTOR TO OTHER BSA\'S, AND YOU USE CHATTER TO ANSWER QUESTIONS AND SHARE YOUR KNOWLEDGE WITH THE LARGER TEAM. YOU WILL ON LARGE-SCALE PROJECTS, WHOSE IMPLEMENTATIONS, ISSUES, REQUESTS OR PROJECTS HAVE GREATER SCOPE, COMPLEXITY AND REQUIRE CHANGE MANAGEMENT. YOU OPERATE MORE PROACTIVELY AS OPPOSED TO REACTIVELY, ANTICIPATING ISSUES AND AVERTING THEM BEFORE THEY OCCUR. YOU WORK MORE CLOSELY WITH THE SALESFORCE.COM PRODUCT OWNERS. AS A SR. BSA YOU FEEL COMFORTABLE WITH PRIORITIZING AND MANAGING MULTIPLE PROJECTS AT A TIME AND WORKING WITH CROSS-FUNCTIONAL TEAM MEMBERS ACROSS GEOGRAPHIES.
EXPERIENCE:

* 5-8+ YEARS OF RELEVANT EXPERIENCE (INCLUDING 2+ YEARS CTI AND WFM)

* BACHELOR\'S DEGREE IN COMPUTER SCIENCE, ENGINEERING, MIS, STEM OR RELATED DISCIPLINE OR EQUIVALENT EXPERIENCE PREFERRED

* DOMAIN EXPERTISE IN CUSTOMER SERVICE, SUPPORT, AND ENABLEMENT PREFERRED

ABLE TO:

* WORK PROACTIVELY TO PREDICT AND MINIMIZE POTENTIAL ISSUES BEFORE THEY ARISE, AND RESOLVES THOSE THAT DO IN A TIMELY MANNER

* PERFORM SOME PRODUCT OWNER RESPONSIBILITIES; CREATE PRODUCT ROADMAPS, GROOM BACKLOGS, FACILITATE WITH SENIOR LEADERSHIP

* ASSIST WITH INTERVIEWS AND MENTOR NEW TEAM MEMBERS.

* WORK VERY COMFORTABLY WITH STAKEHOLDERS AT THE EXECUTIVE, DEPARTMENT OR DIVISION LEVEL

* JUGGLE MULTIPLE ISSUES, SET EXPECTATIONS AND PRIORITIZE ACCORDINGLY

* RESEARCH AND RESPOND TO CUSTOMER QUESTIONS

* NAVIGATE COMPLEX SITUATIONS INVOLVING MULTIPLE PARTIES

FAMILIAR WITH:

* CONTACT CENTERS

* SQL - ABILITY TO WRITE QUERIES

* GENERAL BUSINESS PROCESSES, ESPECIALLY POST-SALES PROCESSES (PROFESSIONAL SERVICES, SUPPORT, RENEWALS, CUSTOMER SUCCESS, TRAINING)

* BUSINESS APPLICATIONS (CRM) AND AUTOMATION

* SALESFORCE CORE PRODUCT AND FEATURES

* INTERNET ARCHITECTURE AND CLOUD COMPUTING CONCEPTS

* GENERAL IT (DATABASE, SECURITY, NETWORKING) CONCEPTS AND PROGRAMMING CONCEPTS

* ENTERPRISE APPLICATION DEVELOPMENT AND DELIVERY

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