Senior CRM Business Analyst

**Job Description Summary**

Senior Associates play an integral client-facing project or work-stream leadership role. While activities vary based on project size/scope and individual skill-sets and strengths, the Sr. Associate can expect to spend their time with a heavy focus on material client interaction through all projects, project management, intensive data-analysis and the identification for the “so-what’s” therein, and to creating compelling client-ready presentations. Additionally, the Sr. Associate will focus on developing Analysts and Coachees.

**Job Duties**

Core Responsibilities
- Act as the conduit between the client and project team, ensuring clear communication and collaboration.
- Seek to understand client business processes, current pain points, needs, objectives, and goals.
- Translate these into requirements for the solution.
- Support, participate, and/or lead the development of successful project deliverables.
- Focus on high-quality outcomes.

Collaborative Responsibilities
- Crafting user stories and acceptance criteria
- Collaborating with SA/TA to ensure technical alignment of solution
- Contributing to solution documentation
- Supporting system configuration, user management, and data management activities

Client-Facing Responsibilities
- Leading client meetings and communications
- Delivering training and support during UAT and go-live

Core Activities
- Business Analysts support projects across all project phases through activities spanning communication, documentation, configuration, and enablement.
- Meeting Facilitation
- Communication & Presentations
- Documentation
- Org Configuration Support
- User Management Support
- Data Management Support
- Client Enablement Support
- The focus of activities is seamless collaboration and delivery excellence.

Key Functions
- Requirements Gathering:

- Collaborate with stakeholders to document current business processes and identify pain points.
- Elicit and refine functional solution requirements aligned with future state needs.
- Collaboratively translate these into technical requirements and acceptance criteria.
- Documentation:

- Support SA in the design and documentation of functional solutions.
- Maintain and contribute to functional area documentation.
- Deliver polished and organized documentation tailored to audience needs.
- Implementation:

- Perform basic configuration tasks to support Devs during build.
- Provision and manage new users in absence of automated process.
- Perform basic data management tasks within skillset.
- Develop reports and dashboards, iterating with the client to meet business needs.
- Testing Support:

- Lead functional testing cycles, collaborating on test script creation, scenario definition, and defect resolution.
- Develop and manage user acceptance testing and production cutover activities.
- Client Enablement:

- Develop training materials and lead train-the-trainer and/or end user training sessions.
- Lead or participate in client knowledge transfer sessions and hypercare.

Role in Team Dynamics
- Serve as the central link between clients and the project team, ensuring continuous alignment and momentum.
- Drive clear communication and foster collaboration across all workstreams to maintain cohesive designs and project goals.
- Coordinate with PM on the ownership of RAID management, ensuring timely escalation and resolution to keep the project on track.
- Coordinate with PM on running Scrum ceremonies such as daily huddles, backlog grooming sessions, and sprint/project retrospectives.

**Job Requirements**

**-**Bachelor’s or Master’s degree in a field related to this position or equivalent work experience
- 3-5 years of related experience with cloud implementations in a consulting role
- End-to-end project implementation experience in CRM offerings
- At least 2 years' experience in analyzing requirements, writing functional specifications, conducting tests, troubleshooting issues and interfacing with business users
- Extensive experience in writing BRD, Functional Specification documents and Process flows
- Extensive experience in conducting Feasibility Studies, Gap Analysis and Root Cause Analysis (RCA)
- Expert Quality Assurance testing including: functional, integration, system, regression, and data driven testing experience in creating and developing strategic test plans, cases, and reports
- In-depth understanding of the capabilities and constraints of the SFDC CRM platform
- Experience defining business solutions leveraging SFDC
- Experience with third-party tools (e.g. SFDC Excel Connector, SFDC Data Loader, etc.)
- In-depth understanding of SFDC toolkit (e.g. Visual force, Apex, Triggers, Chatter, Apex Data Loader, Apex Explorer, etc.)
- Ability to manage work of remote Salesforce Developers
- Should have knowledge in Data Migration and Integration (SSO and Web Services)
- Excellent communication skills - oral and written - and the interpersonal skills needed to quickly establish rela