This position is the primary liaison between Enterprise Systems and Processes (ES&P) and BU colleagues supporting the CRM Salesforce.
com application maintenance workstream. This role analyzes and documents business needs within ES&P for CRM and project teams.
This role will also represent the CRM team on the acquisitions project team to provide guidance and feedback needed to facilitate the integration of an acquisition to CRM.
A primary focus is the business motivations, business operations, business analysis, and test planning that link these aspects of the enterprise together while aligning strategic goals and objectives with decisions regarding process, organization, capabilities and key initiatives.
Work closely with the Product Owner, analysts, business, and IT leaders on options to solve business process gaps including business requirements supporting the CRM business-as-usual (BAU) or maintenance workstream
Solicit and document business requirements, create and manage user stories, and other requirement documentation as needed.
Partner with support team members to effectively deliver product changes and the transition of post go live support activities;
provides escalated support assistance as required
Work with offshore partners to deliver solutions that better enable the overall value chain
Provide regular administration and support of team demand queue and work request systems
Monitor work log queue to route requests appropriately and adhere to defined work process for this function.
Represent CRM team in acquisition project initiatives. Participating in fit-gap analysis of an acquisition’s Sales Process systems.
Work with business stakeholder (CRM BU Champion) to review requests for customization to CRM to provide feedback on feasibility and cost and timeline estimates.
Capture the requirements for implementing any approved customizations needed to facilitate the integration of an acquisition to CRM.
Estimated 25% of time working with the acquisition team.
Participate in scrum, agile ceremonies, and team meetings
Participate in change initiatives and act as change advocate and supporter as directed
May be member of multiple IT projects.
All responsibilities are essential job functions unless noted as nonessential (N).
MINIMUM REQUIRED EDUCATION AND EXPERIENCE
Three (3) years’ experience working as a business analyst / implementation consultant with Salesforce Sales Cloud (CRM)
Minimum three (3) years’ experience of process improvement, business analysis, or related experience with successful track record of accomplishments
Demonstrated experience to collect, document and progressively elaborate requirements using use-cases; to develop general user requirements, detailed functional requirements, user stories, and system specifications
Experience collaborating with business stakeholders, business process owners, technical project managers and technical teams to execute business analysis tasks
Proven ability to champion efforts in a cross-functional organization and solve problems
Ability to communicate appropriately at all levels of the organization; this includes written and verbal communications as well as visualizations
Experience with Iterative or Agile methodologies
Ability to meet project deadlines and empowered to escalate issues and see mitigation options
Strong communication skills, both written and oral, including ability to create detailed requirement documentation and communicate complex business processes in simple language
Critical thinker spots gaps, challenges assumptions, pushes back against bad ideas, offers best-practices alternatives
Good computer literacy (Microsoft Office suite), organizational and problem-solving skills
Self-motivated and able to work with limited guidance
Salesforce Certified Administrator
PREFERRED EDUCATION AND EXPERIENCE
Experience with Apttus CPQ / CLM, Oracle Cloud ERP, Eloqua, Salesforce Service Cloud, or FinancialForce a definite plus
Salesforce Certified Sales Cloud Consultant
Experience acquiring companies and integrating them into existing CRM or other business system tools
Experience with Jira and ServiceNow
Extensive use of telephone and face-to-face communication requiring accurate perception of speech
Extensive use of keyboard requiring repetitive motion of fingers
Regular sitting for extended periods of time
Enterprise Systems and Processes
Provide best-in-class, cost efficient, compliant, secure, enterprise business solutions as well as end user experience. and process improvement approaches to drive efficiency gains.
Our ambition, shared across the CIO Team, is to bring technology and associated business processes to the next level as a key business driver for IQVIA as well as our clients.