Salesforce.com System and Business Process Analyst
Plano, TX

Job Description

As a Salesforce.com System and Business Process Analyst at Mitel you will define and implement process and system improvements around Salesforce.com Sales Cloud, Service Cloud and Communities. You will build relationships across marketing, sales, services and customer success organizations. You will learn how our processes and systems work today and then change them for the better and improve productivity and customer experience. You'll communicate, and train impacted teams to help their transition through the change. This role is part process analyst, part Salesforce analyst and administrator, and part project manager.

We are seeking a highly motivated, self-starter with proven experience to work in a dynamic, global team. Strong knowledge of Salesforce.com Sales Cloud, Service Cloud and Communities is required. Process optimization and analytical skills are a plus.

Key Responsibilities:

* Salesforce.com administrator for Sales Cloud, Service Cloud and Communities
* Engage all levels within marketing, sales, services, customer success, and IT to understand processes, goals and gaps.
* Critically evaluate current state and define target improvements to business process, workflow, systems, integrations and data.
* Develop user stories, requirements and acceptance criteria needed to enable target future state.
* Define and execute functional and user acceptance test plans.
* Identify risks, resolve issues and conduct stakeholder reviews throughout project lifecycles.
* Create communications and deliver training and user support to help business teams understand, adopt and get value from improvements.
* Act as liaison between IT and business organizations.

Skills Required:

* Excellent project management skills and a positive attitude
* Demonstrated ability to meet deadlines, prioritize and handle simultaneous requests, and manage laterally and upwards
* Creative and analytical thinker with strong problem-solving skills
* Adaptable and innovative, highly organized and detail-oriented
* Excellent verbal and written communications skills
* Team player, able to quickly establish effective working relationships
* Exceptional verbal and written communication skills with ability to communicate effectively at all levels of the organization
* Ability to assess the impact of new requirements on Salesforce.com and upstream and downstream applications, systems and processes

Experience Required:

* BA/BS in Business Management or Technical
* Minimum two years of experience as a Salesforce.com administrator
* Saleforce.com Admin (ADM201 and ADM211) certified
* Sales Cloud, Service Cloud and Developer certifications preferred
* Strong understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity
* Strong understanding of Salesforce.com best practices and functionality
* Strong data management abilities
* A documented history of successfully driving projects to completion
* A demonstrated ability to understand and articulate complex requirements
* Proven ability to design and implement new processes and facilitate user adoption
* Previous experience working in a SCRUM or agile environment preferred