Global - Business Analyst

The CRM Business Analyst is responsible for working with the business to gather, analyze, map, and align the requirements for the deployment of new functionality or enhancements within our Salesforce ecosystem to meet key business objectives.

The position will serve as a functional subject matter expert representing the CRM Center of Excellence on enhancement requests and will be a liaison between Sales, Customer Service, Technical Support, other departments and IT.

The CRM Business Analyst will conduct business requirements gathering, conduct gap and risk analysis, review, map, optimize business processes, and groom users stories for executing on key initiatives and deliverables using industry best practices to maximize the efficiency and effectiveness of our Salesforce platform and increase Sales and Service productivity.

This person will ensure compliance with any global standard processes, programs, or policies.

The CRM Business Analyst works collaboratively and across functions, including Sales, Technical Services, Customer Service, Finance, Marketing Communications, Product Marketing, and IT and is responsible for communication and coordination of activities, assignment status, and risk factors with key stakeholders.

A successful candidate has a passion for operational excellence, and possesses rigorous analytical skills, strong organizational and project management skills, exceptional attention to detail and strong views on how to make our CRM platform and tools more powerful, user friendly and effective for our organization.

Who are we?

HID powers the trusted identities of the worlds people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,000 worldwide employees.

Roles & Develop business requirements and write users stories for enhancements and features of larger cross-functional enterprise projects.

- Complete assigned CRM deliverables to include documentation, data validation, migration, mapping, and cleansing exercises, UAT test script creation, and UAT testing to ensure a successful project launch.

- Manage CRM enhancement requests for rapid development from initial request through user story grooming, testing, and delivery to end users to include communication, support, and collaboration between the business and IT.

- Work with a team of cross-functional resources to efficiently and effectively plan, design, test, deploy, educate, and monitor new or enhanced Sales functionality, processes, or technology within the Salesforce platform.

- Acquire a fundamental understanding of the business areas, business units, and functional roles across the enterprise to identify opportunities for improving performance.

- Work with key stakeholders to assure business plans cover all requirements.

- Become proficient in the understanding of the business operations and Salesforce to identify disconnects and the impact to the teams using Salesforce.

- Facilitate meetings, contribute to planning and decision-making, and liaise with business stakeholders to ensure a solid understanding of rapid development enhancement request.

- Be a key resource for user support including, but not limited to case resolution, system enhancement identification, end user support, and overall support of the tools

- Develop and maintain business process documentation, including process flow diagrams, procedure documents, and data flow To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily.

- The requirements listed below are representative of the knowledge, skill, and/or ability required.

- Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

- Data management and database management experience preferred but not required.

- Strong math and analytical skills required.

- Must possess excellent organization and time management skills.

- Excellent verbal and written communication.

- Exceptional attention to detail and deadlines.

- Strong presentation skills and experience with video conference software required.

- Proficient in reading and creating process flow charts and diagrams.

- Strong teamwork orientation: works well with cross-functional departments and ability to build and maintain strong relationships; willingness to help larger team meet goals and responsibilities.

- Ability to motivate, influence, lead, and adapt to changes in business objectives.

- Ability to think strategically, absorb complex business issues, and assess business requirements to ensure alignment to corporate objectives.

- Ability to establish priorities and follow through on assignments, paying close attention to detail with minimal supervision.

- Ability to interact effectively with all levels within the organization, including management, and individual contributors.

- Understanding of Salesforce, Data Warehouse, Enterprise application systems, and marketing automation

Education and/or Experience:

- 3+ years of total experience in Business Analyst role

- Bachelors degree in business or related discipline.

- Candidates with equivalent education plus relevant work experience may be considered.

- Salesforce Sales Cloud analyst experience, 2+ years

- Certified Salesforce Administrator a plus.

Computer Skills

- Proficient in MS Office applications, such as Word, Excel, PowerPoint, Visio, etc.

- Proficient with MS-Windows operating system.

- Advanced Excel skills such as formulas, pivot tables and creating macros

- Business Applications Salesforce power user, Marketing Automation systems (Marketo or other), project management applications

- ERP system experience preferred (Oracle EBS, SAP or comparable)

- Understanding of Business Intelligence platforms (Tableau, Cubeware, Einstein Analytics, or comparable)