Business Analyst III - CRM

Primary Responsibilities

• Aid in the creation of an enterprise-wide CRM solution via the Salesforce platform with key embedded integration to support Quote to Cash, order fulfillment.
• Facilitate creation of Business Requirements following an agile approach or using the Business Process and Analysis (BPA) methodology as determined by the project sponsor.
• Develop comprehensive E2E test cases at the application and multi-application levels.
• Manage Scoring (approving) and claiming processes with Business and Technology stakeholders to review and refine business requirements and use cases to ensure they are clear, concise, and traceable; and to ensure business requirements will be satisfied by the appropriate teams / applications.
• Identify project stakeholders, risks and benefits of alternate designs; document assumptions; assess project impact of system changes to users, internal and external customers.
• Develop Business Requirements (BRQs), including process flows and use cases.
• Conduct BRQ reviews with project stakeholders and document consumers to ensure completeness and adherence to business requirements.
• Consult with internal customers, cross-functional team members and external vendors to capture agreed-upon business objectives and processes to define business requirements.
• Provide BA support for software testing and debugging plans to ensure requirements are met.
• Provide status reporting for project progress, issues, dependencies and risks.
• Proactively analyzes and documents solutions.
• Identifies risks/pitfalls and articulates possible options.
• Participates in business strategy & portfolio level discussions.

Qualifications

• Minimum 8 or more years of experience in related field (i.e. relevant business operations and/or system support, business process design, etc.).
• Workflow management experience
• CRM experience
• Process Flow creation experience
• 5 or more years of related experience if candidate possesses a related advanced degree and analytical thinking skills.
• Requirements solicitation & documentation experience for new products, lifecycle management and/or enhancements
• Manage, follow, and adhere to the long/short term product roadmap for CRM in conjunction with functional leads.
• Experience in full life cycle implementation (requirements gathering, process design, configuration, functional design, testing, conversion, and deployment).
• Exceptional business acumen and story-telling skills – the ability to communicate an insight to be understood easily and to drive action.
• Excellent interpersonal, leadership, presentation, and collaborative skills to work effectively with teams throughout organization.
• Demonstrated problem solving ability.
• Demonstrated ability to multi-task, work under pressure, and think analytically.

Preferred

• BS/BA in Business Administration, Computer Science, Information Systems or a related field.
• MBA a plus.
• 5 years of experience in change management and methods & procedure documents
• Knowledge and understanding of Company’s Business internal sales order systems: ICOMS, OPTIX, Salesforce.com, WATTS, SERV, etc.
• Process Modeling/Analysis
• Training Facilitation
• PM Skills; coordinating, tracking, monitoring projects
• Sales Support experience, in a telecom business
• Experience in creating test cases and user testing
• Experience in B2B service delivery process
• Experience in the telecommunications industry
• Experience with Agile methodologies
• Experience with Visio and/or iGrafx, SharePoint
• Experience with JIRA.