Salesforce Service Cloud Business Analyst

Job Summary

This position is responsible for executing against the strategic projects for enhancing the capabilities of the Salesforce/Service Cloud platform. This individual works closely with the line of business and technology colleagues to elicit, capture, and translate business requirements into technical requirements that can be conveyed with the appropriate level of detail to the development team. This role is responsible for scheduling and leading requirement gathering sessions with cross functional partners including external vendors as needed for the optimization of system capabilities.

This role is highly visible with the ability to have direct impact on the organization and our internal and external customers. The successful candidate must have experience with the commercial banking processes, possess a continuous improvement mindset, and have outstanding written and verbal communication skills.

Essential Functions

• Lead discovery and deep dive sessions to understand and document current state, pain points, and areas of opportunity to improve the system functionality and/or business process.
• Document current state and future state processes utilizing process flow diagrams and other process design tools.
• Provide thought leadership in leading brainstorming, design, and solution meetings with the line of business end users and technology teams.
• Serve as the voice of the end users to ensure system functionality and solutions meet the needs of the business.
• Act as subject matter expert on development projects from inception to ensure project/system design and implementation meets the needs of the business.
• Capture and expand upon user stories to translate business requirements into technical requirements and convey the appropriate level of detail to the development team.
• Writes acceptance criteria and test scripts to ensure new functionality is working as designed throughout the development and release management process.
• Perform analysis and research of system dependencies to reduce system and process issues.
• Manage testing coordination, execution and sign-off with the various teams and end-users, including ability to test on own and assign to others.
• Assists with change management activities and documentation.
• Assists with prioritization of project backlogs and influence the larger system/product backlog with a goal of maximizing business value.
• Partners closely with area and functional product owners to keep them informed on project details and progress.

Education

Bachelor's Degree or equivalent experience (preferred)

Work Experience & Skills

• Undergraduate degree in business or equivalent work experience.
• Experience with / knowledge of commercial banking, commercial deposit origination, payments onboarding, or commercial servicing preferred.
• 2-3 years of experience in financial services.
• 1-2 years of experience using Salesforce application.
• Experience with various Salesforce Tools preferred (ie Service Cloud, Marketing Cloud, CRM Analytics, Data 360, Agentforce).
• Project management experience or experience leading teams and/or projects.
• Knowledge of Agile concepts and tools (ie Jira, Confluence).
• Knowledge of system testing concepts.
• Ability to plan, multi-task, manage time effectively, and work on own with limited direction.
• Excellent written and verbal communication skills, including strong presentation skills that can explain technical concepts for non-technical audiences.

Key skills/competency

• Salesforce Service Cloud
• Business Analysis
• Requirements Gathering
• Commercial Banking
• Agile Methodologies
• Project Management
• User Stories
• System Testing
• Process Improvement
• Stakeholder Management