CRM Business Analyst - Commercial Business Systems | Salesforce

Purpose of Job

THIS POSITION CAN BE REMOTELY BASED IN ITALY.

This dynamic role will focus on the administration of Salesforce -- maintaining current processes, supporting the user base and build new enhancements/improvements utilizing industry best practices. This role will also be available to support and learn new sales and marketing platforms.

This function is part of our Information Technology organization, and will partner with our sales, marketing, R&D/technical support, customer care and other support functions to ensure the delivery of effective and efficient customer-facing processes within Salesforce and other sales & marketing platforms.  The role interfaces directly with our front-line employees and senior management as well as internal/external IT team members. 

Main Responsibilities

Salesforce Administration & Development

Manage and administer Salesforce Sales Cloud, ensuring system is ran with best practices and alignment with business needs. 
Provide user support, addressing issues/root cause analysis and delivering training content/session as needed. 
Implement new enhancements using declarative programing to meet business requirements using Agile Methodology.
Collaborate with stakeholders to understand and implement changes to improve overall user experience. 
Create/Improve reports and dashboards for user bases providing actionable insights for all level of peers. 
Maintain platform settings, instances, and third-party solutions by staying up to date with Salesforce new products/services and perform activities required for Salesforce releases. 

Business Analytics 

Engage with business stakeholders to elicit requirements and translate into technical solutions. 
Work closely with end-users to understand workflow challenges and provide recommendations for systems & business processes.
Perform data analysis to identify trends, patterns, and opportunities for improvements. 
Perform GAP analysis and implement improvements where possible. 

Project Collaboration

Lead and assist in project planning, execution & testing, ensuring timelines and milestones are met. 
Actively participate in project meetings, providing updates on Salesforce-related tasks and milestones.
Foster a collaborative and knowledge sharing environment by involving team members on best practices and support.

Integration/IT Infrastructure  

Support and enhance integration with other company systems – Oracle, Azure Integration Services, Power BI, Tap Clicks, Pardot, Accolade
Work with internal IT networks/infrastructure teams to ensure CRM systems are complying and following industry and internal guidelines. 
Participate and collaborate in cross functional teams in the rollout and integration of Salesforce to new business following acquisitions as well as disintegration of information. 
 

Requirements & Qualifications

• Bachelor’s degree, preferably in Business Administration or MIS/Information Technology Management.
• 3+ years of experience working as a business analyst with a focus on Salesforce Administration and Development and other Salesforce products.
• ITIL certification desired, along with experience working within ITSM platforms such as ServiceNow.
• Strong desire to learn, evaluate and support additional commercial business systems, such as product innovation (Accolade) and marketing (Pardot).
• Experience with formal change management processes; ability to make recommendations on application configuration improvements.
• Experience identifying opportunities and drafting requirements for system development.
• Effective facilitator and communicator, proficiency in Italian, very good English skills.
• Experience working with different functions and teams in a corporate environment, and ability to communicate technical concepts and capabilities to a global user base in a user-friendly language.
• Experienced in group training and document procedures/training materials.