Business Systems Analyst

Summary

We are seeking a skilled Business Systems Analyst to join our Customer Experience team—Field Services, Diagnostics, Customer Care, and Collections. You will play a crucial role in transforming and optimizing our systems for customer-facing teams, leveraging your expertise in Salesforce.com and CCaaS solutions. This role requires strong analytical skills and the ability to translate complex business needs into efficient CRM solutions. You will also support the Sr Manager, CE Strategic Initiatives and Analysis leader in analyzing critical business issues and strategic priorities using data from Snowflake/Sigma, AWS Connect, and Salesforce/CRM.

Essential Job Functions

• Collaborate with CX leaders to define technology priorities, enhancements, and fixes. Facilitate meetings and workshops to elicit business process flows and requirements.
• Map functional business requirements to Salesforce.com features; develop as-is and to-be process maps. Write and document requirements, business rules, use cases, and process flows.
• Analyze and ensure consistency and clarity of requirements. Manage the requirements documentation lifecycle and collaborate with technical teams on solutions.
• Establish relationships with CX business owners to understand and represent their needs. Develop and maintain reports and dashboards to provide insights into key performance indicators.
• Support project risk management, technical design, development, and testing activities. Facilitate UAT efforts, including writing test scripts and triaging issues.
• Leverage Salesforce, AWS Connect, Power BI, and Sigma to develop reporting for CX leaders. Analyze business issues and make data-driven recommendations.
• Prepare project-specific documentation and conduct training sessions for end users

Competencies

• Strong business and customer focus with a proven track record in contact analytics.
• Dynamic presenter with advanced documentation and analytical skills.
• Ability to work independently, prioritize workload, and adapt in a fast-paced environment.
• Effective communication skills and a team-player attitude.

Education/Experience

• Bachelor’s degree in Business Administration, Computer Science, or a related field.
• 3+ years of experience in business analysis or a related field, with at least 2 years focused on Salesforce.
• Strong understanding of Salesforce CRM functionality.
• 2 years of experience in supporting Field Service and Customer Support business functions.
• 2 years of direct hands-on experience with Salesforce.com Field Service Management, Case Management, and/or Call Center.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
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