Salesforce Business Analyst

Vacancy expired!

End Client: Caterpillar (Client details will be revealed after profile matched with the requirement)
Job Title: Business Analyst Non-IT 3
Location: Peoria, IL (Remote)
Duration: 12 months
Pay: 49,000 Annual Salary plus Healthcare Insurance (optional)
Travel Required? None
Candidate Responsibilities:
We’re delighted to be making a significant investment in our Salesforce capabilities. We have an exciting and challenging opportunity for a Salesforce Business Analyst. This Business Analyst will be assigned to the Service Cloud scrum team working directly with Service based projects to maximize the value of the Salesforce product and bring business initiatives to life. You will be working with business stakeholders to develop solutions that have a direct impact on the business objectives. This role will work between the business super users and the developers grooming User Stories and making sure both functional and non-functional requirements are documented
Typical Day:

• Validate business requirements for Service Cloud development

o Layouts / Pages / Navigation / Components
o Audience views
o Internal and external user access flows

• Architect and develop process solutions and flows
• User Story: o Creation

o Grooming
o Sizing
o Prioritization
o Communications
o Testing

• Validate process documentation for the Service Cloud vertical.
• Participate in test script creation for new content releases or deployments for an application or process.
• Review and approve test plans as required by new content releases or deployments for an application or process.
• Review and approve end user training materials for an application or process.
• Establish business rules for the use of an application or process.
• Establish security data classifications for the application or process.
• Business escalation point for any conflicts or concerns with the application or process.
• Liaison between service organizations on integration functions.
• Seek appropriate input from relevant areas of the business to provide the best outcome.

Incumbent will see information about the real, underlying needs of the customer, beyond those expressed initially, and match these to available (or customized) products or services. Incumbent will influence tactical business decisions as they gain experience. Understanding, evaluating and reacting to routine problems or situations with external contacts is also part of this assignment. Interaction is within the framework of existing business policies and practices and/or established business relationships.
Incumbent will consider new courses of action which complement existing policies and short term goals. He/she may find a need for new policies or procedures. Though general unit goals are in place, incumbent sets the plan and determines the priorities and processes that will achieve unit or Caterpillar ends. Position can invent new ways to explain problems, situations, or opportunities. Incumbent may also develop a single picture that explains many parts. Incumbent may develop multiple new concepts to describe a given situation. Problems and issues usually involve careful interpretation, analysis or diagnosis. Position must identify the relevant information to develop solutions or approaches. Developing solutions usually requires in-depth analysis that cannot be done quickly. Problems and issues have a variety of interpretations and require careful evaluation and reference to a large number of options. Incumbent must first identify the nature of a complex or undefined problem and then develop the best solution or application from numerous alternatives.
Incumbent develops well-prepared action plans for the current year and has a clear sense of what needs to be achieved in the year to come. Position receives assignments that tell what needs to be done and when it needs to be completed. Incumbent can change practices and procedures to get the desired results.
Education Requirements:

• Bachelor’s degree in Computer Science, Information Technology or IT related field
• Salesforce Certifications: Certified Administrator, Advanced Administrator, Developer I/II

Required Technical Skills:

• 4+ years as a Salesforce Business Analyst
• Experience with Azure DevOps
• Experience with Tier I-III support center operations
• Experience working within a contact center
• Experience with Agile project management disciplines

Required Soft Skills:

• Demonstratable experience negotiating with Business Partners: Job requires highly developed interpersonal skills to deal with sensitive, emotional or potentially controversial situations.
• Demonstratable experience writing User Stories

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