SalesForce Analyst

Acton, MA

Responsibilities

 

  • In charge of reporting issues, enhancement requests and projects, comprising of documenting business requirements and managing user acceptance testing.
  • Central point for tackling system changes, regression testing during upgrades/patches, and additional system maintenance activities throughout the maintenance phase.
  • In conjunction with process owner, preserve SOP’s and other documentation.
  • Resolve end user “how to” matters
  • Creation of reports for general needs
  • Process SME to provide requirements for new features, functions, etc.
  • Ownership of complete business requirement documentation and discovery process and significant involvement in functional requirement phase.
  • Acts as a key liaison with IT during the project and throughout the maintenance phase.
  • Understanding impact to existing Customer Care processes
  • Perform functional testing with ability to use creative thinking for test cases
  • Co-ownership of project activation process and scope documents
  • Ownership of testing. Test scenario and script creation, and planning/execution of UAT.

 

Requirements

 

  • BA/BS in Business, Technology, or other correlated field
  • No less than five years of related experience as a business analyst, ideally within a call center environment
  • Experience translating findings into compelling recommendations, polished deliverables, and actionable programs
  • CRM experience, preferably with Salesforce.com
  • Proficiency with various software applications, including but not limited to: MS Office, MS Visio
  • Comfort with analytical and data analysis tools including Excel

 

 

 

 

 

Note: Qualified candidates will be contacted within 2 business days of application. If an applicant does not meet the above criteria, we will keep your resume on file for future opportunities and may contact you for further discussion.

Date Posted 2/25/2021
Salary $135,000 + bonus






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