Salesforce.com Business Analyst Job Description

1. Job Title: Salesforce.com Business Analyst
Location: Miami, FL
Responsibilities:
The Salesforce.com (SFDC) Business Analyst plays a key role in continuous improvement of business
processes within operations, which includes international call center sales, customer service, billing and
payments, collections, and retention. The SFDC Business Analyst must have strong analytic skills as well
as sufficient experience with Salesforce.com to work closely with IT development teams to support problem
solving and ensure ongoing operational excellence. This individual will be responsible for creating
requirements for development within our Salesforce.com org and integrated operating/systems, to support
improvements, as well as ensuring results meet the specified requirements. The successful candidate will
have the ability to work independently in a rapidly growing, fast­paced
multilingual environment.
Solve
● Ability to analyze existing/proposed Salesforce.com processes to ensure adherence to
best­practices
and to recommend opportunities for improvement and standardization
● Investigates and identifies root causes of process performance drivers via data and direct
observation across multiple international call centers; corrects or develops new processes, as
appropriate, in order to achieve improved performance
Implement
● Develop and manage project plans to define, socialize, train, and launch new operational processes.
● Develop business/technical requirements and formulate user stories for remote IT development
teams to implement new operational processes in an Agile environment
● Perform quality analysis/testing of completed development projects to ensure delivery meets defined
business requirements
● Create and manage documentation relative to operational processes
Qualifications:
∙ Bachelor’s Degree
∙ Minimum of 3 years experience working with Salesforce.com as admin and/or analyst role
∙ Strong experience with Agile methodologies
∙ Ability to travel internationally
∙ Ability to speak English
Preferred:
∙ Experience with Salesforce.com best practices, setup, administration, configuration and reporting
∙ Strong experience using process excellence methodologies, ie PDCA, Lean, Six Sigma
∙ Experience leading projects in support of call center improvement
∙ Ability to speak Spanish and/or Portuguese