Business Systems Analyst (Service Cloud)
The Select Group

Job Info

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The Select Group is hiring a Business System Analyst for our client in the Raleigh/Durham area! This position will sit hybrid, onsite 3 days a week. If you are proficient with Salesforce and have a strong knowledge of Service Cloud, apply today!

Business System Analyst Requirements:

3 - 5+ years CRM/Salesforce Business Analyst Experience:

• Gathering of Technical requirements, Meeting with key Business Stakeholders, and guiding Technical teams
• Documenting techno-functional process/workflows
• Technical/Functional blend of Experience in the CRM (preferably Salesforce) domain- Emphasis on FUNCTIONAL experience over technical
• Articulating the business needs to technical teams
• Building Case Management Solutions
• super strong functional analyst - can work with

Technical Solutioning Background:

• Meeting with business to understand their functional challenges with current Technology
• Giving recommendations as the departments "SME/expert" in Service Cloud
• Building out Technical Workflows, Plans, Guidelines on how to accomplish certain tasks
• Strong Communicator- Strategically methodical / and provides documentation

Salesforce "ServiceCloud" Experience:

• Experience with functionality of ServiceCloud
• Technically understand what adjustments are needed for; integrations, customizations, enhancements, migrations, etc.
• 3 years' experience working with ServiceCloud (Migrations, Integrations, etc.)

Technical/Customer Support Technology Experience:

• Led projects dealing with support Technology (CRMs, Helpdesk Software, ERP's, Chatbot's, Ticketing systems, Call center applications, etc.)

Agile Methodology Experience:

• Working in Agile methodology

Role Responsibilities and Expectations:

• Build strong, collaborative relationships with internal business partners, developing an understanding of Support and Service business processes and best practices. Identify opportunities to automate and make recommendations on business approaches and technology solutions that increase value to our customers (both internal and external).
• Keep up on software market leaders and emerging technologies in the Support & Services space. Become a trusted advisor to the Support function in recommending technologies that will address gaps, improve how we operate, and drive innovation.
• Lead requirements gathering activities, including facilitating workshops, focus groups, interviews, conference room pilots, etc. to gather and validate business needs.
• Model current and future state business processes. Ask questions needed to fully understand business objectives and elicit, refine, and break down complex business requirements necessary to achieve them. Ensure requirements and solutions proposed map clearly to KPIs and objectives established.
• Translate input gathered into detailed business requirement documents, user journey maps, epics, user stories, systems interaction diagrams, etc.
• Serve as primary liaison between internal business stakeholders and the technical team, ensuring that business processes and requirements are documented, complete, clear, testable, measurable and articulated in a manner that allows the technical team to propose, estimate and construct solutions fit for purpose.
• Collaborate with Technical and Solution Architects to ensure that security and architectural standards are met, and requirements meet the definition of "ready" prior to technical teams beginning estimation/implementation.
• Represent the Support functions and IT on cross-functional enhancements and projects, including the coordination and resolution of issues, where required.
• Facilitate User Acceptance Testing sessions working with the business to agree on test scope and ensure approvals by agreed timelines.
• Assist team in prioritization of bug fixes and continuous improvement requests as part of run-rate activities supporting business operations. Facilitate backlog prioritization sessions, working closely with business stakeholders to manage the backlog of requests.

TSG is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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