Job Description

Role: Technical Business Analyst Salesforce Integration Location: Canada Remote Mode: Contract New Capability Deployment Work closely with the Lead Business Analyst, business leadership and personnel in technology modernization initiatives across all phases of the project lifecycle (analysis, design, build, test, deploy) Lead requirements and design discussion with IT and business resources; be able to demonstrate the primary features and functionalities of an application and how it works and communicate impact to the business processes and users Work side-by-side with the business team to gather detailed requirements Apply leading practices to requirements and processes and facilitating the development of to-be processes to be deployed on the modernized Salesforce and VCC platform which effectively support Client's operations as well as customer care Effectively partner with third party resources in planning and delivery of assigned initiatives Support go-live preparation and production rollout activities Support business driven projects that integrate with both on-premise systems and cloud-based SaaS solutions Project management for smaller initiatives following the Client Operating Model Recommend and implement changes to applications and processes that meet business requirements or make them more efficient Be an integral part of future upgrade and implementation project teams that will modernize or improve business systems and operations Business Continuity Support Global Consumer Services system change processes Identify and address IT issues as primary point of contact and optimize infrastructure, hardware, software and processes, in close partnership with the GSC business team and driving GTO dependencies Ensure proper processes and document requirements are being followed across the Global Consumer Services organization Provide subject matter expertise in project and operations related to Salesforce Engage in rigorous root cause analysis, problem solving and solution implementations Ensure system processes work in a manner that adheres to customer requirements Maintain and update systems and data combination of legacy systems and Salesforce platforms Ability to identify systems problems, solution fixes, present to leadership, and implement changes Make and deploy configuration changes to the Salesforce environment in compliance with Client change control processes What We're Looking For: Bachelor's Degree in computer science, information systems or a related field. 5+ years related experience in Technology/Operations serving end customers. 5+ years related experience with Salesforce Service Cloud with end-to-end implementation experience Salesforce administrator, business analyst, and/or consultant certification(s) 5+ years related experience with NICE InContact VCC and IVR Experience with Salesforce integration capabilities and implementation a plus Experience with NICE InContact Workforce Management, QM Pro, and Interaction Analytics a plus Ability to work remote but should be open to travel as needed (Up to 25%). Experience in managing small to medium-size projects and leading team efforts Comfortable working in a matrixed organization to drive outcomes Prior experience in fast paced technology implementations Responsible for understanding and translating the business' requirements into actionable Salesforce solutions while support the design review, unit, system, and user acceptance testing Skilled at documenting the current state and future state business processes - performs business process gap analysis Must have working knowledge in the customer service domain Experience with compliance documentation management and support Experience with legacy as well as modern systems, especially converting legacy systems to Salesforce Cloud Expert understanding of various modern technology platforms that support technology serving end users ideally in the customer care, D2C. Analytical and reporting skills such as creating dashboards and establishing KPIs such as experience with PowerBI, Cognos, Tableau, and Google Data Lake/AWS is preferred Expert knowledge of middleware components and capabilities Knowledge and experience with deploying operating systems, applications, patch management and desired configurations. Implementation experience in the following will be advantageous: Salesforce, legacy systems, application rationalization/modernization, middleware, contact centers Strong analytical and critical thinking mindset. Expert relationship management/networking skills. Expert verbal and written communication skills. Comfortable presenting to business stakeholders on a regular basis. Should be able to work independently under minimal supervision and be a good team player Proficient in Microsoft Word, Excel, PowerPoint, Project, Visio, SharePoint, and Jira as well as other project management and time tracking tools

Job Tags

Contract work, Remote work,

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