Customer Relationship Management Business Analyst


Position Purpose & SummaryCustomer Relationship Management( CRM) Business Analyst is responsible for representing the assigned business/function needs around Salesforce. com. Supports the assigned business units by working and collaborating with relevant stakeholders (including other CRM BAs globally) to execute and provide input into the Food Ingredients & Bio-Industrial (FIBI) Salesforce. com roadmap. Has an in depth understanding of the assigned businesses/functions sales, marketing and customer service processes, organizational structure and culture. Is the primary point of contact for Salesforce. com users in the assigned businesses/functions for new capability deployment, training needs, break/fix, and projects. Partners with the Program Manager to preserve the processes and Salesforce. com org design established during Project LEAP.Principal Accountabilities25% - Partner with businesses and Program Manager to identify opportunities for improved efficiency and effectiveness of Customer Sales, Service and Marketing teams to drive adoption and value capture of solutions while participating in projects and steady state activities and working with appropriate 3rd party and internal resources to ensure the projects/program are delivered on time, in budget and in scope. 15% - Document architectural designs and changes within Salesforce. com to reflect current personas and processes. Ensuring User Stories match desired enhancements and actual deliverables meet business requirements. 15% - Triage assigned business/functions users break/fix issues and determine the appropriate resolution path (training, process, system update, project, etc.). 10% - Understand Cargill s Customer Facing solutions and how they help to enable the business strategic plan. 10% - Responsible for the communication and enforcement of Cargill and FIBI s Salesforce Org Governance policies and procedures to help maintain and ensure architectural integrity. 10% - Continually monitor and collaborate to improve CRM data quality (working with business data & reporting analyst). 10% - Knowledge Management to include: training users, updating documentation, engaging Program Manager, Global IT and PDT for training assistance. 5% - Other Duties as assigned.


Minimum Required Qualifications
  • Bachelors Degree
  • 5 years of business experience
  • 3 years salesforce. com experience to include at least one year as a business analyst.
  • Full competency of MS Excel and/or Access and other SFDC ETL Tools (Data Loader, Informatica, etc.).
  • Develop custom objects, fields and formulas, custom reports, dashboards, workflows, validation rules etc.
  • Import and Clean Data using different API tools.
  • Gather/analyze requirements and map them to solutions that leverage Salesforce functionality.
  • Work with users to troubleshoot issues.
  • Lead train the trainer training as needed.
  • Coordinate and participate in testing prior to rollout of enhancements and modifications.
  • Independently manage time, prioritize projects, and manage multiple stakeholders.
  • Think broadly and understand the impact of changes to multi-tenant global environment.
  • Communicate effectively and influence stakeholders at multiple levels with different levels of understanding of salesforce. com.
  • Use creativity to find solutions to complex business problems.
  • Change management skills.
  • Understanding of and ability to work in Salesforce. com Ecosystem.
  • Attention to detail and ability to do rigorous testing.
  • Self-motivated and self-directed to take action to accomplish goals and keep impacted people informed.
  • Effective communication skills - written and verbal.
  • Ability to take expressed business needs and convert into requirements or Agile stories and utilize creativity to apply the right solution or configuration to achieve desired outcomes.
  • Strong teamwork with a small group to accomplish time sensitive projects.
  • Ability to embrace a diverse work environment and manage conflicting priorities.
  • Ability to influence people and communicate across multiple business levels.
  • Demonstrated Project management skills.
  • Ability to work early morning/late night hours to accommodate global time zones.
Preferred Qualifications
  • Admin Certification 201.
  • Advanced Admin Certification 211.
  • Sales Cloud Consultant Certification.
  • Implementation/Support of Salesforce. com CPQ Solutions.
  • Management of Complex Multi-Tenant SFDC Org.
  • Salesforce. com Consulting.
  • User/Admin of Exact Target/Marketing Cloud.
  • Development on Apex, Java, CSS, Visualforce or Lightning Component Framework.
  • Knowledge and understanding of SFDC Lightning Environment.

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