Salesforce Business Senior Analyst
About The Position
The Salesforce Business Senior Analyst ensures that City National Bank's (CNB) mission-critical Salesforce CRM platform is optimally deployed, supported and adopted by the bank. The Salesforce Business Senior Analyst will work with business users to gather and define business requirements; translate the requirements into user stories, process changes and work flows to solve business problems. The role will work with the SFDC COE business and technical teams and other stakeholders to ensure delivery of high quality solutions to meet business needs, including ongoing support of the introduction of new features and capabilities. As the Salesforce platform rapidly evolves, this professional will help colleagues across the bank optimize their success with the platform through communications, training, and support services.
Requirements
- Bachelor's Degree or equivalent
- Minimum of 6 years experience in a technical support and/or customer service role
- Minimum of 4 years business/data analytics experience
- Minimum of 3 years experience in a technical or business Salesforce-related role or Salesforce Certification
Nice To Haves
- Salesforce Certified Administrator Certification
Responsibilities
- Support the existing Salesforce COE Agile process of prioritization of user stories across multiple business processes and stakeholders
- Support CNB’s Salesforce users by troubleshooting inquiries, logging & tracking issues and assisting in triaging situations
- Understand & analyse cross-functional impacts of business requirements to configuration, process, workflow and reporting, and incorporate into user support interactions
- Help design and execute a broader support model, inclusive of self-service materials/capabilities, in coordination with the SFDC COE roadmap
- Provide on-going support for Salesforce evolution; participate in projects as a Subject Matter Expert, to drive product roadmap successfully forward and ensure alignment with CNB’s overall Salesforce strategy
- Perform and/or coordinate UAT testing; work with SFDC COE business and technical teams on defect remediation
- Serve as a point of contact from the SFDC COE team for day-to-day support of the Salesforce platform users: answer questions; help with access and usage requests and needs; identify issues and work with the appropriate parties on remediation
- Manage, maintain and improve knowledge base & training material accessible by support team and business users to minimize cases and avoid repeat issue escalation
- Help to create and maintain custom reports and dashboards for various teams
- Assist with putting processes into place to assure integrity of Service Cloud
- Communicates project status and milestone completion to Manager and key business stakeholders
- All other appropriate duties as required.
Benefits
- Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
- Generous 401(k) company matching contribution
- Career Development through Tuition Reimbursement and other internal upskilling and training resources
- Valued Time Away benefits including vacation, sick and volunteer time
- Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
- Career Mobility support from a dedicated recruitment team
- Colleague Resource Groups to support networking and community engagement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
