Salesforce Business Analysis Administrator

Bright Horizons

2d•$85,000 - $106,000•Remote

About The Position

Develop business requirements to be used as the basis for software and processes utilized by Bright Horizons internal users as well external customers. Gather and document these requirements through a variety of means and serve as a communication bridge between business stakeholders and technical teams. They are responsible for working with the business and the development team to create the solution design. Will also troubleshoot issues and work on day-to-day administration of the Salesforce CRM system. Must be able to perform job functions in an independent manner to drive collaboration across disciplines in all solution development related activities. This role is critical in the process of delivering integrated business and information solutions to meet stakeholder needs. This is a remote role in the United States. Bright Horizons is a leading education and care company that helps employees thrive at work and at home by partnering with employers to offer high-quality child care, elder care, and educational support. Our workplace reflects this commitment—with collaborative environments, meaningful benefits, and a culture that supports both career growth and personal well-being. Whether you’re caring for children or powering the systems and partnerships that make it all possible, at Bright Horizons, you’re the difference. Essential Functions/Responsibilities Business Requirements Management and Solution Development Collaborate with business stakeholders to fully understand, define and document business requirements for software and/or process changes through a variety of means focusing on low to medium complexity projects, processes and functional areas of the applications. Conduct user interviews, surveys, workflow reviews, research on industry best practices and user workshops documenting current (As-Is) and Future (To-Be) scenarios including processes, models, use cases, plans, flow diagrams, requirements write ups and solutions. Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding. Proactively identify ways in which system and process changes can improve efficiency of key users, customer service, accuracy of results, and/or completeness of data. Serve as a liaison between business stakeholders and technical teams to ensure that requirements are properly translated into technical specifications, clarify requirements, review recommendations and answer questions. Collaborate and build consensus between technical team and stakeholders working to balance scope, speed to market and available resources. Assist technical team through design, code, test and deploy to ensure any issues are resolved. Ensure that all processes and documentation are consistent with best practices and Bright Horizons standards for Solution Delivery Life Cycle. Work with QA Team to develop and refine a master test plan that traces business requirements throughout the SDLC. Work with Application Support, Training, Implementation, QA, and development in a business analysis capacity both reactively and proactively to support application issues, changes and modifications. Support Activities Respond to and resolve or escalate items received in the Tier 2 ticket queue or via incoming support calls, chat sessions and emails. Follow defined processes for support requests including documentation, categorization, status management, approvals and resolution steps. Ensure that response and resolution times meet SLAs and user needs and that response and resolution is consistently conducted with a high level of customer service. Meet or exceed defined standards of resolution volumes, quality, and customer satisfaction scores. Proactively suggest ways that the support offering can be continuously improved to provide better customer service and to provide the service more efficiently and effectively. Communications Facilitate cross-functional project team meetings effectively and efficiently Ensure that feedback from key business owners is fully acknowledged and incorporated into requirements, process flow diagrams and use cases to give business leaders the confidence that they are being heard and that their needs will be met Ensure that all materials created for communicating and facilitating discussion of intended approach are carefully tailored to the intended audience to ensure that business owners are able to give complete and accurate feedback Resolve and/or escalate issues in a timely fashion Understand how to communicate difficult/sensitive information tactfully Consistently acknowledge and appreciate each team member's contributions Administrative Tasks Play a fundamental role in configuring, administering, enhancing and maintaining the Salesforce Sales Cloud and Salesforce Community Cloud platforms, enforcing best practices, streamlining business and workflow processes and improving the user’s productivity and user experience. Manage sprint work that has been prioritized based on need, and enforcing change management processes; optimize sandboxes across the org to quickly and successfully launch deployments to meet business demands. Assist and at possibly lead in defining, estimating, and shaping technical solutions using best practices Stay current on new features of Salesforce to ensure the company is utilizing the application as effectively as possible. Troubleshoot errors, overcome roadblocks, and/or design creative solutions to solve challenging requests Evaluate Salesforce applications and new Salesforce features and develop plans for their implementation. Log and track system problems and assist with solutions.

Requirements

Degree/certificate from a technical or vocational institution
3+ years of experience would be considered in lieu of a degree
3 years of relevant experience

Nice To Haves

Bachelor's Degree in technical degree
Salesforce Admin Certification or other Salesforce certifications

Responsibilities

Business Requirements Management and Solution Development Collaborate with business stakeholders to fully understand, define and document business requirements for software and/or process changes through a variety of means focusing on low to medium complexity projects, processes and functional areas of the applications.
Conduct user interviews, surveys, workflow reviews, research on industry best practices and user workshops documenting current (As-Is) and Future (To-Be) scenarios including processes, models, use cases, plans, flow diagrams, requirements write ups and solutions.
Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding.
Proactively identify ways in which system and process changes can improve efficiency of key users, customer service, accuracy of results, and/or completeness of data.
Serve as a liaison between business stakeholders and technical teams to ensure that requirements are properly translated into technical specifications, clarify requirements, review recommendations and answer questions.
Collaborate and build consensus between technical team and stakeholders working to balance scope, speed to market and available resources.
Assist technical team through design, code, test and deploy to ensure any issues are resolved.
Ensure that all processes and documentation are consistent with best practices and Bright Horizons standards for Solution Delivery Life Cycle.
Work with QA Team to develop and refine a master test plan that traces business requirements throughout the SDLC.
Work with Application Support, Training, Implementation, QA, and development in a business analysis capacity both reactively and proactively to support application issues, changes and modifications.
Support Activities Respond to and resolve or escalate items received in the Tier 2 ticket queue or via incoming support calls, chat sessions and emails.
Follow defined processes for support requests including documentation, categorization, status management, approvals and resolution steps.
Ensure that response and resolution times meet SLAs and user needs and that response and resolution is consistently conducted with a high level of customer service.
Meet or exceed defined standards of resolution volumes, quality, and customer satisfaction scores.
Proactively suggest ways that the support offering can be continuously improved to provide better customer service and to provide the service more efficiently and effectively.
Communications Facilitate cross-functional project team meetings effectively and efficiently Ensure that feedback from key business owners is fully acknowledged and incorporated into requirements, process flow diagrams and use cases to give business leaders the confidence that they are being heard and that their needs will be met Ensure that all materials created for communicating and facilitating discussion of intended approach are carefully tailored to the intended audience to ensure that business owners are able to give complete and accurate feedback Resolve and/or escalate issues in a timely fashion Understand how to communicate difficult/sensitive information tactfully Consistently acknowledge and appreciate each team member's contributions
Administrative Tasks Play a fundamental role in configuring, administering, enhancing and maintaining the Salesforce Sales Cloud and Salesforce Community Cloud platforms, enforcing best practices, streamlining business and workflow processes and improving the user’s productivity and user experience.
Manage sprint work that has been prioritized based on need, and enforcing change management processes; optimize sandboxes across the org to quickly and successfully launch deployments to meet business demands.
Assist and at possibly lead in defining, estimating, and shaping technical solutions using best practices Stay current on new features of Salesforce to ensure the company is utilizing the application as effectively as possible.
Troubleshoot errors, overcome roadblocks, and/or design creative solutions to solve challenging requests Evaluate Salesforce applications and new Salesforce features and develop plans for their implementation.
Log and track system problems and assist with solutions.