Salesforce Business Analyst - Toronto, ON

Update your details, view your application and progress >> Login

Job search

Job search

Refine search

Work type

• Full time 1
• Hybrid 1

Region

Location

Canada

Brand

• Product and Technology 1

Category

• Operations & Professional Services 1

Salesforce Business Analyst - Toronto, ON

Apply now Job no: 521847
Brand: Product and Technology
Work type: Full time, Hybrid
Location: Ontario
Categories: Operations & Professional Services, Information & Technology

Flight Centre Travel Group (FCTG) is one of the world’s largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane, Australia has company-owned leisure and corporate travel business in 23 countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United Arab Emirates and Asia. FCTG also operates a global corporate travel management network, which extends to more than 90 countries through company-owned businesses and independent licensees. The company opened its first leisure travel shop in Sydney, Australia in 1982 and listed on the Australian Securities Exchange in 1995. Our purpose is to “open up the world for those who want to see”. Every day, we give people all around the world the opportunity to experience something really amazing – travel!

To learn more about Flight Centre Travel Group please click HERE

About The Opportunity

Flight Centre Travel Group’s global CRM team is responsible for delivering technology solutions that create efficiency and enhanced effectiveness for both our people and our corporate customers. With Salesforce at the heart of these solutions, our business analysts play a key role in managing and evolving our world class CRM technology platform.

The Salesforce Business Analyst is a business-improvement role that will help guide businesses to improve business processes and efficiency in Salesforce. Along with our Product and Project team, the business analyst will be responsible for supporting the business in product planning, including gathering and prioritizing product and customer requirements, capturing end-to-end business processes, and working closely with our Technical Team, Regional Enablement team and Product Owners.

We have recently completed rebuilding our 15+ year legacy Salesforce instance. Our focus now is to continue to add value by enabling our business through technology while further globalizing our people and processes. The business processes we enable in our Salesforce are end to end as we cover Marketing, Sales, Implementations, Account Management, Operations, and Support. We have also recently deployed an Omni Channel solution that is critical to our business and their interactions with customers. This is leveraging Service Cloud and will continue to expand with the use of Service Cloud Voice, Einstein, GPT, and integrations with our other important platforms. This is truly an amazing opportunity to help take FCTG to the next level and change the way we do business with our customers while strengthening our position as a leader in travel tech.

Key Responsibilities

• Work with members of broader team to ensure the best solution is sought and implemented
• Design, document and create underlying data structures and flows
• Lead and manage requirements gathering as part of the project process
• Contribute to new idea conception
• Contribute to requirement analysis and support development of appropriate user stories
• Translate functional requirements into conceptual and technical design documents
• Handover technical projects to support and governance
• Contribute to SFDC release and review updates
• Actively contribute to global governance functions and procedures
• Translate Business Capabilities and Objectives into better-designed processes (journeys) with a keen focus on user-driven outcomes
• Write logical, comprehensive, concise reports and correspondence
• Strong analytical and problem-solving skills
• Acquire subject matter expertise in the functions and activities
• Ask probing questions and be able to identify patterns, trends, and gaps
• Be able to compare solutions options and evaluate how well they meet a particular need
• Be able to understand the problem from all perspectives (i.e. business, technical and end-user), analyze the available options and constraints and then recommend possible solutions
• Be able to think out of the box and must come up with novel solutions
• Technical acumen to think critically and converse with technical architects and developers 

Experience & Qualifications

• Bachelor’s degree in related field is desirable
• Salesforce Certified Administrator is a plus
• Agile/Scrum Certification is a plus
• Minimum of 5 years of hands-on experience in software development, with focus on customizations and complex projects.
• Demonstrated experience in working on transformational projects, leading technical initiatives, and driving positive change within
• Salesforce implementations.
• In-depth knowing of Agile methodology and sprint ceremonies.
• Experience with popular development tools to track users stories, requirements, and sprint/backlog management (JIRA, ADO, etc.)
• Familiarity with the travel industry will be considered an asset.
• Analyze, evaluate, and integrate business processes and procedures
• Ability to understand, map and evaluate Business Capabilities and their associated drivers, goals and objectives.

Work Perks! - What’s in it for you:

FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.

• Enjoy the freedom and flexibility of a hybrid work structure that combines both remote and in-person work.
• Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
• Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
• Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
• Personal connections: We are a big business founded on personal relationships.
• Diversity, Equity & Inclusion
• Diversity Day: paid leave to observe holiday or cultural celebration of your choice 
• Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice)
• DEI education
• Commitment to fair practices such as regular equity assessments and inclusive recruitment protocols
• A career, not a job: We offer genuine opportunities for people to grow and evolve
• We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
• Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising
• Employee giving program
• Many of our offices are Leadership in Energy and Environmental Design (LEED) Gold certified buildings

Benefits Include:

• Generous paid time off policy
• Health & Wellness Programs and Employee Financial Wellness Services
• National/International Award Nights and Conferences
• Group benefits including extended health care, dental and vision, gender affirming care, fertility care
• Insurance including life, AD&D, critical illness, long term disability
• Employee Assistance Program
• RRSP/RPP with matching
• Tuition Reimbursement Program
• Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
• Global career opportunities in a network of brands and businesses

#LI-AG1#FCB#LI-Hybrid
Location – Toronto, Canada

If this sounds like the opportunity you have been waiting for then APPLY NOW.

This role can be performed onsite or on a hybrid schedule, in compliance with the Company’s Remote and Flexible Work Policy.

For this position, we anticipate offering an annual salary of $90,00 0 - $105,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

Our number one philosophy? Our people. Flight Centre Travel Group’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at [email protected]

Flight Centre Travel Group (FCTG) is one of the world’s largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane, Australia has company-owned leisure and corporate travel business in 23 countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United Arab Emirates and Asia.

Flight Centre Travel Group (FCTG) is one of the world’s largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane, Australia has company-owned leisure and corporate travel business in 23 countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United Arab Emirates and Asia.