Salesforce Business Analyst, Service Cloud at City National Bank Los Angeles, CA 90189
Marketing Product & Digital DivisionAs a member of the Marketing Product & Digital group, you will have an exceptional opportunity to help grow the your career while driving change across many facets of the business.
The team is passionately focused on building our brand, supporting banking products and finding innovative ways to engage and retain clients.
WHAT WILL YOU DO?End-to-end delivery of Salesforce Service Cloud solution, including:
working with the Servicing, Marketing and Sales Teams and other business users to gather and define business requirements; translate them into user stories and process flows; working with business and technical teams on functional and technical design and implementation; demos to leadership; user acceptance testing with team; end-user deployment; adoption and training.
Support the existing Salesforce Agile process of prioritization of user stories across multiple business processes and stakeholders, incorporating this new input stream, centered on ServiceUnderstand cross-functional impacts of business requirements to configuration, process, workflow and reporting, and incorporate into user support interactionsPerform and / or coordinate UAT testing; work with business and technical teams on defect remediationServe as the point of contact from the Salesforce Service Cloud team for day-to-day support of Salesforce Service Cloud platform users:
answer questions; help with access and usage requests and needs; identify issues and work with the appropriate parties on remediationSeamlessly integrate across teams promoting a highly-effective, transparent, high performing and relaxed team culture.
Help design and execute a broader support model, inclusive of self-service materials/capabilities, in coordination with the Service Cloud roadmap.
Provide on-going support for Salesforce evolution as new functionality and features are introduced; participate in projects as a Subject Matter Expert, to drive product roadmap successfully forward and ensure alignment with CNBs overall Salesforce strategyHelp maintain and improve knowledge base & training material accessible by support team and business users to minimize cases and avoid repeat issue escalationHelp to create and maintain custom reports and dashboards for various teamsPerform data uploads in support of maintenance activities, campaigns, & activity trackingSupport enterprise-wide view of platform access/authority; help ensure appropriate policies and practices are in usePerform system administration functions and updatesSupport requests from Audit, Compliance and other functions for information and assessments of Salesforce platform / product use, and other topicsSupport all approved 3rd party applications used on the Salesforce.
com platformWHAT DO YOU NEED TO SUCCEEDMust-Have Minimum 2 years of experience as a Business Analyst requiredMinimum 3 years of experience in using and implementing Salesforce solutionsMinimum 5 years of experience in a related field (financial services, sales, CRM/customer relationship management) requiredMinimum 5 years of experience in a technical support and/or customer service role requiredSkills and KnowledgeBA / BS degree or equivalentSalesforce experience within a financial services, sales or client support operationSalesforce Administrator Certification preferredPassion to improve the client and colleague experienceIndividuals who are passionate about leveraging the Salesforce platform, preference for those individuals with related Salesforce certifications; if not yet held, ability to become certified with the first months of tenureStrong analytical and problem-solving skills (identify issues, analyze root causes, structure problem assessments, develop options and recommendations)Strong communication and negotiation skills and the ability to interact equally effectively with colleagues across all Lines of Business and functional groupsStrong attention to details in order to support platform users, maintain in-compliance user system access, and manage other platform risksProven track record in achieving results; ability to coordinate and prioritize concurrent activities within deadline-driven climateAbility to work independently and in collaborative teamsService-dedicated and solutions-oriented mindsetStrong verbal and written communication skills, including the ability to develop easy-to-understand user documentation and platform reports, and to explain solution steps for complex issuesOutstanding listening skills, and ability to patiently, constructively interact with diverse stakeholders who may be experiencing challenges with the platformProven ability to adjust quickly to shifting priorities, multiple demands, ambiguity and rapid changeAbility to successfully understand and implement policies, procedures and technology.
Estimated Salary: $20 to $28 per hour based on qualifications.
The team is passionately focused on building our brand, supporting banking products and finding innovative ways to engage and retain clients.
WHAT WILL YOU DO?End-to-end delivery of Salesforce Service Cloud solution, including:
working with the Servicing, Marketing and Sales Teams and other business users to gather and define business requirements; translate them into user stories and process flows; working with business and technical teams on functional and technical design and implementation; demos to leadership; user acceptance testing with team; end-user deployment; adoption and training.
Support the existing Salesforce Agile process of prioritization of user stories across multiple business processes and stakeholders, incorporating this new input stream, centered on ServiceUnderstand cross-functional impacts of business requirements to configuration, process, workflow and reporting, and incorporate into user support interactionsPerform and / or coordinate UAT testing; work with business and technical teams on defect remediationServe as the point of contact from the Salesforce Service Cloud team for day-to-day support of Salesforce Service Cloud platform users:
answer questions; help with access and usage requests and needs; identify issues and work with the appropriate parties on remediationSeamlessly integrate across teams promoting a highly-effective, transparent, high performing and relaxed team culture.
Help design and execute a broader support model, inclusive of self-service materials/capabilities, in coordination with the Service Cloud roadmap.
Provide on-going support for Salesforce evolution as new functionality and features are introduced; participate in projects as a Subject Matter Expert, to drive product roadmap successfully forward and ensure alignment with CNBs overall Salesforce strategyHelp maintain and improve knowledge base & training material accessible by support team and business users to minimize cases and avoid repeat issue escalationHelp to create and maintain custom reports and dashboards for various teamsPerform data uploads in support of maintenance activities, campaigns, & activity trackingSupport enterprise-wide view of platform access/authority; help ensure appropriate policies and practices are in usePerform system administration functions and updatesSupport requests from Audit, Compliance and other functions for information and assessments of Salesforce platform / product use, and other topicsSupport all approved 3rd party applications used on the Salesforce.
com platformWHAT DO YOU NEED TO SUCCEEDMust-Have Minimum 2 years of experience as a Business Analyst requiredMinimum 3 years of experience in using and implementing Salesforce solutionsMinimum 5 years of experience in a related field (financial services, sales, CRM/customer relationship management) requiredMinimum 5 years of experience in a technical support and/or customer service role requiredSkills and KnowledgeBA / BS degree or equivalentSalesforce experience within a financial services, sales or client support operationSalesforce Administrator Certification preferredPassion to improve the client and colleague experienceIndividuals who are passionate about leveraging the Salesforce platform, preference for those individuals with related Salesforce certifications; if not yet held, ability to become certified with the first months of tenureStrong analytical and problem-solving skills (identify issues, analyze root causes, structure problem assessments, develop options and recommendations)Strong communication and negotiation skills and the ability to interact equally effectively with colleagues across all Lines of Business and functional groupsStrong attention to details in order to support platform users, maintain in-compliance user system access, and manage other platform risksProven track record in achieving results; ability to coordinate and prioritize concurrent activities within deadline-driven climateAbility to work independently and in collaborative teamsService-dedicated and solutions-oriented mindsetStrong verbal and written communication skills, including the ability to develop easy-to-understand user documentation and platform reports, and to explain solution steps for complex issuesOutstanding listening skills, and ability to patiently, constructively interact with diverse stakeholders who may be experiencing challenges with the platformProven ability to adjust quickly to shifting priorities, multiple demands, ambiguity and rapid changeAbility to successfully understand and implement policies, procedures and technology.
Estimated Salary: $20 to $28 per hour based on qualifications.
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