Job Description:
Summary: The Sales Technology Business Analyst will play a critical role in evaluating current business processes, identifying potential areas for improvement, and ensuring that projects align with organizational objectives. The Business Analyst will be tasked with prioritizing technical and functional requirements, identifying our business needs, and determining what can be delivered with adherence to timelines and budgets.
This role will act as a liaison between business stakeholders, IT, and other departments to ensure the development team understands what we need to solve, collaborate on solutions with the end users experience top of mind. Provides technical oversight and guidance on complex projects with the engineering team ensuring alignment with the company's long-term technology roadmap. Lead the investigation and resolution of complex technical challenges, ensuring timely and effective solutions.
In this role you will be involved in the entire lifecycle (vision, strategy, definition, planning, delivery and support), with primary ownership for defining requirements, assisting with training, documentation and supporting new and existing features and capabilities of our technology platforms, Salesforce Service and Sales Clouds, Omni-Channel, and Amazon Connect. This role will also be responsible for support of new pilots/integrations including Salesforce Analytics, in addition to new platforms and expansions of existing platforms.
This role will ensure that there is a well-maintained backlog that reflects prioritization based on the key business drivers aimed at improving revenue, customer engagement, and product and operational efficiencies.
Salesforce Technical & Functional Requirements
1. Become an expert on the end-to-end business processes for the Sales & Success teams including Salesforce Service and Sales Clouds and other systems used, data flows and human workflows
2. Work with business stakeholders and Product Owners to determine quarterly and annual strategic objectives
3. Work with the CRM Development teams on defining and prioritizing end-user requirements to deliver against the roadmap
4. Author user stories and business requirements to help achieve the strategic roadmap
5. Review, test and approve new features delivered by the CRM team ensuring that the feature meets the needs of the requirements, and the user experience is as efficient as possible
6. Work with business unit stakeholders/subject matter experts on coordinating UAT and recurring feedback capture sessions to continuously improve their user experience with Salesforce (and supported applications)
7. Collaborate with other business units on Salesforce (and other systems used by the Sales & Success teams) to keep current on capabilities used
8. Evaluate new Salesforce feature releases (3 times annually) to determine which features to enable and prioritize the features along with others to be released
9. Determine methods to monitor & measure feature adoption and ensure business rules/expectations are agreed to by business stakeholders
Support of Existing and New Platforms
1. Support Existing Platforms including Salesforce Sales & Customer Service, Omni Channel, Natterbox, Amazon Connect, Spekit, Host Hub and Payment Systems
2. This role will also be responsible for support of new pilots/integrations including Salesforce Analytics, in addition to new platforms and expansions of existing platforms
3. Evaluate Salesforce Add-On and other applications as needed to identify solutions to business needs
Partnership with Sales Enablement & Training team
1. Document release notes and conduct demos to end-users to capture feedback for future enhancements
2. Coordinate with training/enablement resources to create and maintain training materials for new user onboarding, refresher training and new feature release training
3. Coordination of seasonal and fiscal year preparations for capacity management, goal setting, partnership with Data & Analytics team for prospecting and other opportunity/account scoring
Knowledge, Skills, and Abilities:
1. Experience in driving Customer Experience, Sales Productivity and Effectiveness initiatives
2. Expert problem solver and creative thinker who can envision solutions and easily overcome challenges
3. A great eye for design and user experience to help simplify the presentation layer to the sales team to drive adoption
4. Strong proven track record in managing Salesforce and CRM product development projects
5. Adept at building relationships, influencing stakeholders across groups, and driving adoption
6. Evidence of successfully driving a full end-to-end product lifecycle in an Agile environment (e.g., working with business and engineering teams to write and validate user stories)
7. Excellent analytical skills
8. Excellent written, communication and presentation skills with ability to communicate with a variety of audiences at all levels.
9. Experience working in a fast-paced digital environment
Qualifications
Experience:
- 3+ years of business analysis experience using Salesforce.com technologies (Salesforce Sales & Customer Service).
- Salesforce reporting and dashboard development experience a plus.
- Salesforce basic configuration experience a plus (page layout updates, user/permission management, etc.)
Education:
- Bachelor’s degree or equivalent relevant experience in business/management, sales or customer service leadership or training.
The salary range for this position is $75,000 to $88,000 annually.
Time Type:
Full time
Job Type:
Regular
Job Family Group:
Sales
Location Region/State:
Florida
EEO Statement:
Scholastic is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of race, religion, color, sex, pregnancy, national origin, marital status, sexual orientation, gender identity or expression, age, non-disqualifying physical or mental disability, or status as a disabled veteran or Vietnam veteran. Those factors shall not influence the determination of qualifications for a job or other opportunity within the company. Further, all personnel actions (such as compensation, tuition aid, benefits, transfers, promotions, and dismissals, company-sponsored training, social and recreational programs) shall be administered without discrimination.
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