Job Description
Role Summary
The Senior Business Analyst will assist the business and IT team by ensuring that business processes and requirements are understood and articulated for the technical team to construct appropriate solutions. This role will also be the primary liaison between the user community and the IT technical team. Additionally, this role ensures that IT deliverables meet the scope and quality expectations of the user community.
What You Will Do
Communicate with internal clients and project managers to understand business requirements. Work alongside the technical team to design and document data-driven software solutions and data flows to meet these requirements. Scope, Build and maintain Salesforce applications and customizations. Assist with UAT testing to ensure solutions meet required standards. Provide expert advice on application solutions. Oversee all system maintenance and configuration, including user setup, roles, profiles, groups, queues, security and permissions, workflows and validation rules, custom objects, and fields. Supervise and advise on all system enhancements. Evaluate bug and enhancement requests submitted by your user community. Document specifications for bug and enhancement requests. Provide training to the user community for new functionality. What You Will Bring
Essential 5+ years’ experience as a business analyst managing/coordinating business activity in an Information Technology In-house environment.Solid experience in Salesforce projects (75%) and infrastructure projects including managing telephone system (25%).Strong business analysis experience, translating high-level and details business requirements into technical requirements, and has the capability to lead projects acting as the main POC.Developing business plans including looking for efficiencies of AI integration with Salesforce, conducting risk analysis, P&L, etc.The ability to effectively identify and solve system-related problems. Excellent communication skills.Customer-focused personality and a commitment to quality. In-depth knowledge of the following tools: Jira, Salesforce/Service Cloud, ConfluenceAmenable to work on EMEA Shift (3PM-12MN PHT)
Desired
Cybersecurity experienceKnowledge of the following tools: Genesys Cloud or other enterprise phone systems, Microsoft Office Suite, Power BI, Zendesk, One Trust
