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Location

Portland, ME | United States

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Job description

Business Analyst

Contract to Hire

LOCATION INFORMATION

Portland, Maine (US) - Mountfort St.

12 Mountfort St.

Unit 2

Portland Maine 04101

JOB SUMMARY

Business Analyst

JOB DESCRIPTION

Senior Level Role; Minimum 5 years experience
Contract to Hire
Monday-Friday; 8am - 5pm




The Sr. CRM Sales, Service & Marketing Business Analyst is responsible for continuous improvement in the effective use and adoption of the company's CRM, Sales, Customer Service, Product Support, and Marketing Systems. They work with stakeholders to perform full-lifecycle implementation of technology enabled business processes that make serving our customers more effective and productive. This role performs needs assessment, cost/benefit analysis, project planning, change management, system configuration, testing, training, implementation, and follow up. As functional experts in our CRM and integrated software, they seek to first to leverage our systems existing functionality and commercially available solutions before considering custom programming.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Partnering with stakeholders in sustaining a continuous improvement environment that keeps CRM, Sales, Customer Service, Product Support, Marketing and related systems agile and aligned with current and emerging business objectives
• Receiving, soliciting and initiating business systems needs from users and form solutions that have a measurable impact
• Engaging directly with stakeholders to prepare requests for approval by performing initial needs assessments, resource, and impact analysis as appropriate for size and scope of request
• Assisting stakeholders in determining and adopting best practices that are natively supported by company standard or commercially available business systems
• Designing dashboards and reports for enterprise-wise analytics, sales process effectiveness, revenue forecast and trends that provide decision support with actionable data.
• Creating detailed function design documents and project plans to drive successful implementation and adoption of new or changed business systems
• Translating requirements to perform business system configuration and setup in our major business systems to meet project objectives
• Preparing documentation, work instructions, and training the end-user community relating to operating procedures for system implementations and changes. Log related configurations with appropriate archiving methodologies for maintenance in future.
• Providing emergency on-call support to the end-user community for systems in production.
• Using appropriate tools as required to track tasks and production support or efficient management of information system projects and resources.
• Providing business systems capability and process consulting for upper management, and consultants regarding programming standards.

• Maintaining and enhancing existing applications and responding to user's questions and problems related to these systems.
• Collaborating with Enterprise Business Systems, Enterprise IT (Information Technology) Infrastructure & Operations, and business unit dedicated IT teams to keep systems up to date and secure.
• Working as project manager and change manager as needed for small to medium sized projects
• Other duties as needed or required

SUPERVISORY RESPONSIBILITIES

• Report to Director of Sales, Service and Marketing CoE

QUALIFICATIONS:

Education and/or Experience

• Bachelor's degree in Business Systems, Computer Science, or bachelor's degree in another field with equivalent Business, Financial or computer science experience
• 6 - 8 years' experience in leading enterprise systems teams, preferably with CRM responsibilities

Certificates, License & Registrations

• None

Competencies (Skills & Abilities)

• Excellent technical knowledge of CRM, Sales, Customer Service, Product Support, and Marketing Systems
• Must have a strong commercial outlook and the ability to manage project delivery through internal and external stakeholders.
• Superior CRM systems knowledge specifically Salesforce.com Sales & Service Cloud with deep knowledge of the capabilities therein
• Excellent understanding of best business practices
• Strong proficiency with tools, systems, and procedures
• Excellent planning/organizational skills and techniques
• Excellent independent decision making, analysis and problem-solving skills
• Outstanding verbal and written communication skills
• Excellent presentation and public speaking skills
• Excellent interpersonal skills
• Excellent conflict resolution skills and ability to deliver difficult messages
• Ability to build partnerships at all levels within the company
• Good negotiating skills
• Ability to resolve complex issues in effective ways
• Project management, consultative skills, and ability to manage a budget
• Specialist in multiple technical and/or business skills
• Ability to cultivate and develop lasting internal and external customer relations

PHYSICAL DEMANDS/WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Requires working on a computer for hours at a time.
• 15% to 20% domestic and international travel
• Evening and weekend work required to accommodate the time zones our business units and contract resources are in as well as meetings, conferences, and deployment schedules.

For the Senior CRM Sales, Service & Marketing Business Analyst role described, the ideal candidate should possess a combination of educational background, professional experience, and specific competencies. Here are the key skills and qualifications to look for in a candidate's resume:

### Education and Experience:

- **Education:**

- Bachelor's degree in Business Systems, Computer Science, or a related field.

- **Experience:**

- 6-8 years of experience in leading enterprise systems teams, preferably with CRM responsibilities.

- Strong background in business, financial, or computer science.

### Certifications:

- No specific certifications are mentioned in the job description. However, any relevant certifications in CRM systems, project management, or business analysis could be advantageous.

### Competencies (Skills & Abilities):

- **Technical Knowledge:**

- Excellent technical knowledge of CRM, Sales, Customer Service, Product Support, and Marketing Systems.

- Superior CRM systems knowledge, specifically Salesforce.com Sales & Service Cloud.

- **Project Management:**

- Ability to manage projects, including planning, execution, and change management for small to medium-sized projects.

- Budget management skills.

- **Analytical Skills:**

- Strong analytical and problem-solving skills.

- Ability to perform needs assessment, cost/benefit analysis, and impact analysis.

- **Communication Skills:**

- Outstanding verbal and written communication skills.

- Excellent presentation and public speaking skills.

- Ability to deliver difficult messages and resolve complex issues effectively.

- **Interpersonal Skills:**

- Strong interpersonal skills and ability to build partnerships at all levels within the company.

- Good negotiating skills and conflict resolution skills.

- **Business Acumen:**

- Commercial outlook and the ability to manage project delivery through internal and external stakeholders.

- Excellent understanding of best business practices.

- **Technology Proficiency:**

- Proficiency with tools, systems, and procedures related to CRM, Sales, and Marketing Systems.

- **Global Perspective:**

- Willingness and ability to travel domestically and internationally (15-20%).

- **Flexibility:**

- Ability to work evenings and weekends to accommodate time zones, meetings, conferences, and deployment schedules.

- **Customer Relations:**

- Ability to cultivate and develop lasting internal and external customer relations.

### Other Requirements:

- Physical Demands/Work Environment:

- Comfortable working on a computer for extended hours.

- Ability to handle 15-20% domestic and international travel.

- Willingness to work evenings and weekends as required.

### Reporting Structure:

- Reports to the Director of Sales, Service, and Marketing Center of Excellence.

By focusing on these key qualifications, you can better evaluate candidates for the Senior CRM Sales, Service & Marketing Business Analyst position.

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