General Summary
The Support Operations team manages key operational aspects that include process improvement, project management, analytics and reporting for the Customer Support organization and its Senior Management on key programs and initiatives which include Case Management, Demand Analysis and Customer Experience. The team is globally based and provides strategic and tactical support to the Customer Support organization as well as our customers.
Description
The Senior Support Operations Business Analyst will help translate the functional vision and end state business requirements into specifications to be used by our internal development team. Drawing on knowledge of the CRM application and the Customer Support function, the analyst will also make recommendations to optimize the current workflow to improve efficiency and effectiveness of use.
Key Responsibilities
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Plan, perform and implement process improvement initiatives for customer systems: Salesforce.com and/or other systems as needed
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Conduct need assessments and perform analysis of data to support directional recommendations for system/process/organizational changes/training
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Provide documentation and project tracking in business system enhancement and implementation effort
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Own, follow-up and resolved issues with limited day-to-day supervision
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Salesforce.com data management
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Salesforce.com data analytics and reporting
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Other duties as assigned
Qualifications, Knowledge and Skills
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Must have knowledge of Customer Support/Service processes supported and reported using Salesforce.com
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3-5 years of experience as a business analyst preferably with Salesforce.com
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Customer Experience exposure
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Strong analytical and problem solving skills
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Excellent verbal and written communication skills. Must be able to articulate concepts and communicate clearly with peers, end-users, executive management and customers
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Exceptional organizational and documentation skills
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MS Office
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Willingness to be flexible and work across various time zones as needed by the business
Location: US – Gainesville FL (preferred) or Parsippany, NJ
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