CRM Business Analyst

Summary

The CRM Business Analyst supports the client’s CRM Center of Excellence (CoE) and Business Transformation Program by identifying, documenting, and validating business requirements that drive Salesforce, Oracle ERP, and related customer‑lifecycle integration initiatives. This role partners closely with Oracle Consulting Services (OCS), client business areas, shared services, IT teams, and platform owners to ensure CRM solutions, integrations, business processes, and data flows function effectively across the end‑to‑end customer journey. Responsibilities include translating business needs into well‑defined requirements, user stories, process documentation, data mappings, and testing scenarios supporting Salesforce, Oracle ERP, Marketo, Qualtrics, Tableau, OAC, and other interconnected platforms. The analyst helps ensure data quality, process consistency, user adoption, and operational excellence throughout the customer lifecycle, contributing directly to transformation initiatives that improve commercial processes, customer experience, enterprise reporting, and data integrity.

Essential Duties

• Gather, document, refine, map, and validate CRM business, process, data, reporting, and integration requirements related to Salesforce, Oracle ERP, and other customer‑lifecycle platforms.
• Create and maintain user stories, acceptance criteria, business process documentation, data mappings, and functional requirements supporting solution delivery across integrated business systems.
• Support and execute system integration testing (SIT), user acceptance testing (UAT), data validation, defect triage, and issue‑resolution activities across Salesforce and connected enterprise applications.
• Document and validate end‑to‑end customer‑lifecycle processes, integrations, data flows, and reporting requirements spanning marketing, sales, pricing, customer service, customer success, channel programs, and technical support functions.
• Identify program risks, issues, dependencies, and data‑quality concerns and collaborate with stakeholders to drive resolution.

Primary Duties

• Support the Business Transformation Program by ensuring CRM, ERP, reporting, analytics, and customer‑engagement requirements are clearly defined, documented, and communicated across stakeholders.
• Lead requirements‑gathering workshops and collaborate with Oracle Consulting Services (OCS), client business teams, shared services, IT teams, and platform owners to develop scalable business solutions.
• Drive business‑process analysis, data mapping, migration planning, cleansing activities, integration validation, and testing efforts supporting Salesforce and enterprise platform integrations.
• Support the planning, testing, deployment, adoption, and optimization of Salesforce capabilities and connected platforms including Oracle ERP, Marketo, Qualtrics, Tableau, OAC, and related technologies.
• Develop and maintain business process flows, data models, system integration diagrams, customer‑lifecycle maps, and supporting documentation used throughout the project lifecycle.

Essential Qualifications

• Experience documenting and validating cross‑system business processes, integrations, and data flows spanning CRM, ERP, marketing automation, analytics, and reporting platforms.
• Experience identifying, documenting, and validating data‑mapping and data‑flow requirements between Salesforce and connected enterprise applications.
• Ability to analyze customer‑lifecycle impacts across multiple systems and ensure end‑to‑end business requirements are reflected in solution design and testing activities.
• Experience with testing and validation activities involving integrated enterprise applications and dependent business processes.

Preferred Qualifications

• Experience with Oracle ERP (EBS and/or Fusion), Oracle CPQ, Marketo, Qualtrics, Tableau, Oracle Analytics Cloud (OAC), enterprise reporting solutions, and platform integrations.
• Salesforce Administrator Certification preferred, with exposure to Salesforce products such as Sales Cloud, Service Cloud, Experience Cloud, B2B Commerce, Marketing, and CRM Analytics.
• Bachelor’s degree in Business, Computer Science, Engineering, or a related discipline; equivalent professional experience may be considered.

Location

Hybrid role (day 1 must be local). Employee works primarily in an office environment, within a well‑ventilated area, and is exposed to moderate noise levels.