Senior Business Analyst, Salesforce
WNET

New York, New York

Posted in Media


This job has expired.

Job Info


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Job Description

A new opportunity is available for a Senior Business Analyst, Salesforce to serve as thought leader for WNET's CRM business solution, ensuring alignment with business needs and goals.

Reporting to the Senior Director, Development Operations, the Senior Business Analyst will lead the analysis and documentation of Salesforce business requirements while planning for future state. In addition, the Senior Business Analyst will maintain knowledge of the current Salesforce Marketing Cloud and Experience Cloud implementation and provide guidance on how to best leverage Salesforce and other systems to meet business needs. This role will serve as the Salesforce lead, assisting with the enhancements of the CRM, and working closely with vendors and consultants to tweak and improve the CRM. The Senior Business Analyst supervises a CRM Administrator. Additional responsibilities include:
* Work with department stakeholders to understand high-level requirements and capture business needs; understand the customer journey and define user requirements;
* Liaison to the Customer success, Support, Product & Sales Operations Organization team acting as the consultative partner to providing timely remediation, support, and strategic mentorship to ensure business objectives are met;
* Lead the Customer Success Systems roadmap - short term and 12+ months;
* Identify and support the organization's business objectives by studying business functions; gather information/requirements; evaluate output requirements and formats;
* Advocate for the CRM system by speaking to its capabilities and offering recommendations for modifying the system and/or the business processes to leverage business outcomes; report on system health, new releases, and items that may impact business usage;
* Recommend controls, system protocols by writing and updating policy and procedures; writing and maintaining user documentation; oversee and maintain design standards;
* Supervising Salesforce administration for WNET users, owning all aspects of user management;
* Support end users by troubleshooting and resolving incidents and requests when applicable and with the help of a direct report and working with the DevOps team; oversee the CRM helpdesk application by prioritizing and assigning user requests;
* UAT and testing oversight as well as participation; work closely with a deployment team to plan and execute releases;
* Maintain professional and technical knowledge; stay up-to-date with new releases, and adhere to best practices;
* Manage multiple competing priorities through effective organization and communication
In the short term, as WNET implements Salesforce Marketing Cloud, the Senior Business Analyst will manage user admin related tasks and oversees a light implementation of Salesforce Experience Cloud.

Qualifications include:
* A minimum of four (4) years working with CRM platforms/databases; Knowledge of Salesforce NPSP, Marketing Cloud, Service Cloud and Communities/Experience Cloud is a plus;
* Strong understanding of database technology and interpretation of functional spec on business requirements;
* Ability to problem solve and translate detailed data and technical information into high-level insights;
* Ability to communicate effectively cross functionally with both executive management and end users;
* A team player with a collaborative mindset is essential.

Candidates with previous experience working as part of a technology team to support and develop Salesforce CRM and related applications are preferred as are candidates with Salesforce Administrator Certification (or ability to obtain one within one year.)

WNET is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, religion, creed, color, age, national origin, alienage or citizenship status, gender, gender identity or expression, sexual orientation, disability, pregnancy or pregnancy related condition, marital and partnership status, familial status, arrest or conviction record, union membership, status as a victim of domestic violence, stalking or sex offense, unemployment status, caregiver status, credit history, salary history, military status, predisposing genetic characteristics, an employee's or an employee's dependent's sexual and reproductive health decisions, as well as all other classifications protected by applicable laws.

This policy applies to all terms and conditions of employment, including but not limited to hiring, placement, termination, layoff, recall, transfer, promotions, benefits, leaves of absence.

If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.


This job has expired.

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