Lead Analyst, IS Business Analysis - Sales Capabilities

J.M. Smucker Co•Akron, OH

9h•Hybrid

About The Position

Under limited guidance, serves as a liaison for defined projects and activities between the business area and the technical team related to business processes, systems and people. Translates requirements from a business perspective into a format that can be understood and acted on by those in the technical team tasked with building the solution. Business owner and subject matter expert for the Customer Relationship Management (CRM) platform and sales policies, inclusive of the Logistics Development Incentive policy.

Requirements

Bachelor’s degree or equivalent work experience
6+ years of relevant work experience
Demonstrated knowledge of sales processes and systems
Experience as a project participant or leading project management activities with a good understanding of project management methodology
Ability to create business process models and participate change management activities
System experience that involved implementation, support, and/or administration
Familiarity with Salesforce CRM is a plus
Ability to coach & influence cross-functionally
High personal standards of integrity
Demonstrates a customer service mindset
Strong interpersonal and communication skills
Demonstrated ability to think critically and conceptually

Nice To Haves

Familiarity with Salesforce CRM is a plus

Responsibilities

Manage the Customer Relationship Management tool: Serves as Product Owner for the retail CRM (Salesforce) platform by managing backlog, prioritizing enhancements & defect resolution, testing and communication to stakeholders
Supports and acts as key technical contact for multiple Sales and sales support teams across all SBA's
Facilitates meetings and resolves issues with cross-functional partners such as Sales, Sales Operations, Revenue Growth Management, and Customer Category Business teams
Provides forward-thinking mentality, specifically regarding user impact to CRM changes or functionalities
Consults with other business SMEs to document existing processes, research best practices and propose future processes in the spirit of continuous improvement
Models and drives prioritization among competing goals with business customers and IS resources
Work on and lead various project deliverables including but not limited to: Identifies areas of improvement in our business processes or systems, gathers and documents requirements as needed, and contributes to optimal solutions via Functional Design Documentation
Creates business process flows in collaboration with technical teams
Highlights process changes and provides input on potential impact to the organization
Partners on change management deliverables
Proactively executes best practices regarding audit and security controls
Summarizes complex technical issues for users in a clear and concise manner
Manages small to medium size projects: Manages projects for supported business area(s)
Manages projects leveraging existing technologies or capabilities
Executes and enforces standards & methodologies around business process development, project management and change management
Delivers project scope (people, process, and technology)
Ensures accountability and quick decisions for progress, while mitigating cross-functional risks
Provides business user support: Provides Tier 2 User Support for CRM Platform
Develops Standard Operating Procedures (SOPs)
Supports internal partners in developing consistent, repeatable processes and implementing improvements
Collaborates with users to troubleshoot system issues, analyze impact and work closely with technical team on resolution where needed
Performs user acceptance testing (UAT) with daily troubleshooting or on cross-functional projects
Champions supportability for new capabilities, identifies maintenance needs and leads execution of maintenance plan
Influences and applies adoption of modern processes, toolsets and patterns within and beyond immediate team
Owner of Sales Policies: Serves as SME and point of contact for internal and external Sales Policies
Maintains published policies and provides thought leadership for improvement opportunities
Owns relationship with 3rd party vendor responsible for monitoring spoils/damages and uses findings to support current or propose changes to LDI rates.