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Digital Business Sr Analyst (Small Business CRM)

Charlotte, North Carolina;

Job Description:

The SB CRM Business Analyst is responsible for providing business metric and program analysis, and project support at several different levels. The Business Analyst will be assisting the overall CRM team in architecting and developing solutions for sales associates.  The individual will use a consultative approach to understand the business and technical requirements to manage complex Salesforce.com projects.   Role will need to effectively communicate to various stakeholders in the form of architectural designs, functional capabilities, business process efficiencies and business value realization.  

Position will cover solutions development for the sales lifecycle from research, solutioning, referrals, application, onboarding, and servicing.  Must be able to think strategically, as well as perform in a proactive manner with limited supervision. The position also requires the individual to build and maintain relationships with field management, and work closely with other organizations within the LOB.

Responsibilities include, but are not limited to:

  • Assist in translating the business and user needs into CRM requirements across the sales lifecycle
  • Partner with technology in both agile and waterfall environments to implement both large scale and small CRM changes
  • Assist in creating user Agile stories and business requirements and track project milestones for project initiatives
  • Assisting in the creation and communication of project deliverables 
  • Drive process improvements and standardize processes across departments
  • Deliver change that provides data integrity and quality within Small Business Salesforce.com
  • Ensure incentive, referral, and sales processes are supported by the Small Business CRM tool
  • Create and execute business acceptance test plans and test scripts
  • Support users across Small Business organization
  • Operate control processes to insure the CRM tool is working properly and affording associates and clients with an optimized experience
  • Ensure requirements are captured, prioritized and communicated to appropriated groups
  • Facilitate meetings with stakeholders and subject matter experts
  • Coordinate implementation related activities, and provide guidance and support to the other team members

Required Skills:

  • 8 to 10 years CRM experience
  • 3-5+ years’ experience on large scale projects/initiatives
  • Prior experience with CRM and Salesforce.com
  • Prior experience with incentive, pipeline reporting and sales process tools
  • Agile software development experience including user stories and end user testing
  • Strong analytical and data skills
  • Able to manage multiple priorities and strategies in parallel
  • Strong oral and written communication skills
  • Experience analyzing and solving complex business problems
  • Self-motivated; ability to work without lots of supervision
  • Ability to work in a fast-paced, demanding, client-driven environment, across cross-functional organization
  • Proficiency in computer skills and professional programs (for example Microsoft Office, PowerPoint)

Desired Skills:

  • Knowledge of Small Business organization and CRM solutions
  • Broad understanding of Risk and Compliance standards, policies and procedures
  • 3+ years’ experience with relationship management or engagement management experience
  • Previous experience or involvement in change management or project management / understanding of best practices
  • Understanding of operational risks and their impacts

Job Band:

H4

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

The SB CRM Business Analyst is responsible for providing business metric and program analysis, and project support at several different levels. The Business Analyst will be assisting the overall CRM team in architecting and developing solutions for sales associates.  The individual will use a consultative approach to understand the business and technical requirements to manage complex Salesforce.com projects.   Role will need to effectively communicate to various stakeholders in the form of architectural designs, functional capabilities, business process efficiencies and business value realization.  

Position will cover solutions development for the sales lifecycle from research, solutioning, referrals, application, onboarding, and servicing.  Must be able to think strategically, as well as perform in a proactive manner with limited supervision. The position also requires the individual to build and maintain relationships with field management, and work closely with other organizations within the LOB.

Responsibilities include, but are not limited to:

  • Assist in translating the business and user needs into CRM requirements across the sales lifecycle
  • Partner with technology in both agile and waterfall environments to implement both large scale and small CRM changes
  • Assist in creating user Agile stories and business requirements and track project milestones for project initiatives
  • Assisting in the creation and communication of project deliverables 
  • Drive process improvements and standardize processes across departments
  • Deliver change that provides data integrity and quality within Small Business Salesforce.com
  • Ensure incentive, referral, and sales processes are supported by the Small Business CRM tool
  • Create and execute business acceptance test plans and test scripts
  • Support users across Small Business organization
  • Operate control processes to insure the CRM tool is working properly and affording associates and clients with an optimized experience
  • Ensure requirements are captured, prioritized and communicated to appropriated groups
  • Facilitate meetings with stakeholders and subject matter experts
  • Coordinate implementation related activities, and provide guidance and support to the other team members

Required Skills:

  • 8 to 10 years CRM experience
  • 3-5+ years’ experience on large scale projects/initiatives
  • Prior experience with CRM and Salesforce.com
  • Prior experience with incentive, pipeline reporting and sales process tools
  • Agile software development experience including user stories and end user testing
  • Strong analytical and data skills
  • Able to manage multiple priorities and strategies in parallel
  • Strong oral and written communication skills
  • Experience analyzing and solving complex business problems
  • Self-motivated; ability to work without lots of supervision
  • Ability to work in a fast-paced, demanding, client-driven environment, across cross-functional organization
  • Proficiency in computer skills and professional programs (for example Microsoft Office, PowerPoint)

Desired Skills:

  • Knowledge of Small Business organization and CRM solutions
  • Broad understanding of Risk and Compliance standards, policies and procedures
  • 3+ years’ experience with relationship management or engagement management experience
  • Previous experience or involvement in change management or project management / understanding of best practices
  • Understanding of operational risks and their impacts

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21078435

Band: H4

Manages People: No

Travel: Yes, 10% of the time

Manager:

Talent Acquisition Contact:

Alicia Parker

Referral Bonus:

0