Senior Business Analyst - Salesforce Service Cloud


Location: Houston - TX

Posted on: September 23

Do the best work of your career as a champion for small and mid-size businesses.As a leading provider of cloud-based software that simplifies - digitizes - and automates complex - financial operations for small and midsize businesses - has grown with an entrepreneurial spirit that pursues continuous innovation. Were driven by the belief that our technology can make a meaningful difference... for small to midsize businesses.Were building the financial operations platform of the future to be used by millions worldwide. We have operations in San Jose - CA Draper - UT - Houston - TX and Sydney - AUS and are continuing to expand into other geographic locations. Were partners with iconic US financial institutions and more than 80% of major accounting firms. If youre looking for a place that helps you do the best work of your career - look no further than Your Impact Within a Rapidly Growing Fintech CompanyPayment and Risk Operations(PRO) is a group of bold - goal oriented - fast moving and customer obsessed individuals who care deeply for each others success - growth and development. We take fierce pride in the opportunity our PRO team has to positively impact customers' businesses and their lives. We appreciate and celebrate our past but we are constructively dissatisfied about the opportunities we have in hand and the future we need to build. Our future roadmap will bring the best of our customer-obsessed frontline associates and the humanized digital experiences together - for an effortless and seamless experience for our customers and employees. As part of this journey - we are looking for bold - inspiring and innovative team members to join our PRO team to make a meaningful impact to our PRO team members - customers and brand as a is looking for someone with a strong understanding of the systems within Payment/Risk Operations (i.e. Salesforce Service Cloud) and a desire to keep learning. This position will partner with our Operations - Product - Development and Sales teams to elicit business requirements and collaborate with multiple technology teams to drive solutions to scale the functionality and raise the bar in our Salesforce platform. The Sr.Business Analyst should be comfortable liaising with stakeholders and enjoy learning new business processes and master them in order to translate them into technical solutions and support all necessary business needs. Serve as the functional expert to facilitate discovery - requirements gathering sessions with the Operations and other organizations to document detailed functional - technical - data - and reporting requirements. Effectively work with business stakeholders to capture functional and technical requirements with the understanding of the IT landscape in order to produce software requirement specifications and integration transformation and translation mappings in a variety of formats - including but not limited to: Business Process and/or Data Flow Models - Business Requirements Documents (BRDs) - Requirements traceability matrix and User Stories with Acceptance Criteria - as required. Develop strong relationships across the organization - acting as a subject matter expert (SME) and trusted advisor in all processes related to Service Cloud. Partner with Salesforce developers to perform preview testing and review results to make sure there is no impact on the current implementation. Service Cloud configuration changes - including (but not limited to): workflow - process builder - macros - fields - page layouts - record types - new user setup/deactivation - roles - profiles - permissions and public groups. Plan new solution or feature pilot testing and collect feedback from operation teams for enhancement before full launches. Perform testing - document issues and triage UAT defects and work with the development team on fixes. Manage - maintain and Support go-live waves while continuously looking for operational efficiency opportunities including intake - handoffs - and prioritization. Extensive experience in analyzing organization processes - converting business workflows into exact flows - workflows and configure to meet business requirements Excellent leadership and interpersonal skills - team player with ability to work effectively with all levels of organization Other duties as assignedWed Love To Chat If You Have Bachelor's degree in Engineering/Computer Science or equivalent experience Minimum 5 years in a Salesforce Business Analyst function - specifically with hands-on experience with Service Cloud. 4+ year of experience in collecting and breaking down high level designs - fleshing out functional requirements - analyzing data - data mappings - and analyzing inter/intradepartmental processes in Salesforce environment(s) required and creating business requirements documentation deliverables (BRD - EPIC - User Stories). Strong written/verbal communication skills and can translate business requirements into technical specifications and engage directly with business stakeholders Strong communication - troubleshooting - critical thinking - analytical and organization skills. Deep technical knowledge of platform capabilities - functionalities - and limitations specifically around governor limits and best practices Detail-oriented - organized - self-motivated - hard working - and a great team player with excellent interpersonal skills Experience analyzing - designing - configuring and supporting Salesforce implementations and managing Agile projects Experience with CRM migration from Zendesk (or any other crm) to Salesforce cloud Identify gaps between business needs and standard CRM application functionality. Identify opportunities to improve business processes leveraging the - maintain and document all requirements as needed by business. Experience with salesforce live agent/ web chat and omni channel. Proven experience with systems/tools utilized for sales and service operations processes such as Outreach - creating ad-hoc reports etc. Support system and tool issues and troubleshoot on-going incidents as needed Implement automation initiatives in Salesforce by working with internal and external partners Develop training plans - communications - materials - and documentation for users; keep materials up-to-date - and coordinate new user and sustainment training sessions High degree of professionalism - as this role will require interaction with leadership. Highly organized self-starter with the ability to work independently at all levels of the org High attention to detail - strong work ethic - a can-do attitude - and an ability to meet tight deadlinesHighly Preferred Master's degree in Engineering/Computer Science or equivalent experience Certified Salesforce Administrator/ Service Cloud Consultant or 5 years in a System Admin/Service consultant function - specifically with Salesforce product knowledge and hands-on administration experience with Service Cloud. Experience with CRM migration from Zendesk (or any other crm) to Salesforce cloud Experience with Salesforce Service contracts - Subscriptions and entitlements Experience with SFDC data management tools - SOQL queries - dashborading - Microsoft Excel - JIRA - Tableau - Visual Diagrams - and Google Suite System and tool development experience - preferably 5-6 years experience in the Banking and Financial Services domain.Lets Talk About Benefits 100% paid health - dental - and vision plans (choose HMO - PPO - or HDHP) HSA & FSA accounts Life Insurance - Long & Short-term disability coverage Employee Assistance Program (EAP) 11+ Observed holidays and wellness days and flexible time off Employee Stock Purchase Program with employee discounts Wellness & Fitness initiatives Employee recognition and referral programs And much moreWe live our culture and values every dayAt - were different by designit's our culture. Our CEO is a trusted entrepreneur who lives our cultural values: Humble - Authentic - Passionate - Dedicated - and Fun. People here love being their authentic selves - contributing unique experiences - sharing ideas - perspectives - and intellectual curiosity. We celebrate our diversity as the heart and soul of how we work - grow - and succeed together. Inspiring people with meaningful career experiences they love really does make the dream work and our successes just keep getting better. Theres no limit to what we can build and where we can go from here. Wed love you to join is proudly an Equal Opportunity Employer where everyone is welcome. Our innovation and technology are inspired by an inclusive culture unlike any other. Everyone brings a different personal story and perspective and this diverse mix of minds - backgrounds - and experiences is where our greatest ideas come from. We welcome people of all races - ethnicities - ages - religions - abilities - genders - and sexual orientations to make us an even more vibrant company. We want everyone to bring their authentic selves here - to share our values - shape our vision - drive innovation - and become part of a culture we celebrate every Culture Humble No ego Authentic We are who we are Passionate Love what you do Dedicated To each other and the customer Fun Celebrate the currently requires all personnel who work onsite at its facilities to be fully vaccinated against the COVID19 virus. Proof of COVID19 vaccine will be required post hire to work onsite at our BILL facilities. Medical and religious exemptions to the vaccination will be reviewed on submission.Our Applicant Privacy Notice describes how treats the personal information it receives from applicants