Business Analyst, Salesforce - Experience Cloud (Customer Portal)

The Salesforce Business Analyst for Experience Cloud is instrumental in supporting the strategic direction and governance of Experience Cloud. With a comprehensive understanding of data management and process optimization, the Analyst supports the implementation of advanced CRM functionalities. Through collaboration with business stakeholders, this role fosters experience-centered design with data-driven decision-making and aligns CRM activities with business objectives.

Responsibilities may include:

• Product Administration: Support all aspects of Experience Cloud administration, including feature management, data governance, and product optimization.


• Requirements Gathering: Collaborate with business stakeholders and SMEs to elicit, document, and prioritize requirements.


• Story Development: Responsible for accurate, robust documentation of user requirements and acceptance criteria in Jira user stories that facilitate strong solution development. 


• Data Management: Manage data governance within frameworks and protocols to maintain the highest levels of data integrity and security. Conduct regular audits and assessments to identify and mitigate data quality issues and risks proactively.


• Process Improvement: Lead cross-functional teams in reengineering and optimizing end-to-end business processes, leveraging advanced workflow automation and analytics capabilities within Experience Cloud.


• User Acceptance Testing Management: Owns planning, setup and facilitation of all user acceptance testing prior to production release, including test script development and issue resolution. 

• Agile Methodology: Proficient with Agile and able to adapt agile methodologies into a hybrid product lifecycle development process. 


• Troubleshooting and Support: Serve as the first level of support for user issues and technical challenges, providing expert-level support and guidance to users, partners and stakeholders. Drive root cause analysis and resolution for complex technical issues.


• Training: Provide input to training and communications content for organizational change management and support training sessions/resources for end-users to ensure they can become proficient with and can utilize its full capabilities.


• Platform Updates: Serve as a subject matter expert on Experience Cloud architecture and ecosystem, providing strategic guidance and recommendations on platform upgrades, migrations, and new feature adoption. Lead change management efforts to ensure seamless adoption and integration of new functionalities across the organization.


• Integration Support: Architect and implement scalable and extensible integration solutions to connect Salesforce Cloud with a diverse ecosystem of internal and external systems, applications, and data sources.


• Support enterprise architects and solution architects to design and implement enterprise-wide integration strategies aligned with long-term business objectives.


• Perform other tasks as assigned

Nature and Scope:

• Applies advanced knowledge of job area typically obtained through advanced education and work experience 


• Manages projects and processes while working independently and with limited supervision 


• Coaches and reviews the work of lower-level professionals 


• Problems faced are difficult and sometimes complex; takes a new perspective on existing solutions

Knowledge and Skills

• Intermediate knowledge of Microsoft Office, Jira, Confluence


• Detail oriented, strategic thinker that focuses on the bigger picture


• Excellent interpersonal, collaboration and communication skills, both written and verbal.


• Proactive & independent – always looking for ways to take initiative and improve existing processes


• Strong analytical skills with the ability to interpret and translate data into actionable insights. 


• Proficient in data management and data quality best practices.

Experience:

• 5-10 years’ experience with Salesforce or another CRM tool

Education:

• Bachelor’s degree in Business, Economics, Information Technology, or related field.


• Salesforce Experience Cloud certification is beneficial.


• Master’s preferred

People Manager: No

Physical Requirements/Work Environment:

• Must be able to perform essential responsibilities with or without reasonable accommodations.


• Ability to work collaboratively in a team environment.


• May require occasional overtime during peak campaign periods

Report to:

• Manager Product Owner, Salesforce Experience Cloud

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities. 

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