Description
Job Title:
Sr. Business Analyst (Salesforce)
Relevant Experience (Yrs):
10+ Years
Technical/Managerial Skills:
- 10+ years of relevant consulting
- Extensive experience in writing BRD, Functional Specification documents, and project management
- Worked effectively and closely with several project managers to co-ordinate, track and monitor project progress and status
- Extensive experience in conducting Feasibility Studies, Gap Analysis and Root Cause Analysis (RCA)
- In-depth understanding of the capabilities and constraints of CRM application
- Experience in solution design, implementation and testing of the CRM applications
- Experience in articulating configuration vs customiations and defining business rules
- Applied knowledge of CRM and the Sales, Service and Marketing functions
- Must have good experience in business analysis, group facilitation, software analysis, design and development
Preferred Experience
- Consultant Certification is a plus
- Contact Center Business Process
- Knowledge on Auto Insurance Industry and Call Center experience would be beneficial
- Experience with CRM Projects especially with SFDC implementation a huge plus
Roles & Responsibilities
- BA resource with knowledge of Contact Center Applications & CRM functions to assist and guide business in the CRM requirement definition and implementation process
- Work with business to extract and refine requirements and provide leadership in the decision making process
- Work with other team members to clearly articulate business requirements and documentation.
- Work with implementation team to ensure business requirements are addressed in the solution design/implementation
Additional Skills
- Experience in consulting for CRM (preferably Salesforce.com) based projects
- Excellent client communication and relationship skills are a must
- Experience in using Industry Standard Project Management methodologies and processes