Senior Salesforce Business Analyst

Senior Salesforce Business Analyst

Experience:6-12Years

About Global Delivery Services

Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda.

Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.

Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service.

Enablement Services provides cost-effective, high-skilled, and innovative services to support EY’s global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services.

Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation.

The Opportunity

• The role is for an experienced hands-on functional consultant to be functional expert or Business Analyst with the good understanding of CRM systems / customer service
• The ideal candidate should be working in the CRM / Customer Service / Pricing domain and should have healthy functional experience in digital transformation programs.
• The ideal candidate should have good customer facing experience and should have experience of being a product owner/Business Analyst.
• Strong analytical skills and attention to detail, while staying focused on the big picture
• Excellent verbal and written communication skills; strong presence in front of senior executives

Your Key Responsibilities

• Act as a trusted advisor in understanding and analysing client's business requirements, customer experience needs and aspirations and enabling clients to understand the Art-of-the-possible for CRM Transformations in Marketing, eCommerce, Sales, Service etc.
• Work with internal stakeholders & clients to build Business Strategy, Business Case, As-Is to To-be Customer Journey & Business Models, front-end CRM Strategy across -Marketing, Sales, eCommerce & Customer Service Touchpoints.
• Understand the limitations of client/ internal tech stacks, ecosystems and business model and provide design advice wherever necessary.
• RFP/ RFI & Proposals: Own and lead writing and responding to winning CRM transformation.
• Should have strong expertise in creating client presentations of top quality and should have strong command on story telling.
• Should have expertise in creating process maps, process flow charts, process benchmarking, writing detailed user stories, identifying gaps in the process and creating recommendations.
• Should have expertise in CX Journey design, Digital Platforms & products in the CRM space of Marketing, Sales, eCommerce & Customer Service.
• Understand the customer business requirements and articulate them in the form of user stories, business requirement documents
• Act as a liaison between the business client and technical team by planning, conducting, and directing the analysis of complex business problems
• Support client’s organizational transformation goals by understanding the operational current state, future state and business values; helping to define and drive business solutions to meet the transformation goals
• Analyze and provide input on the methodologies and frameworks to be used during the requirement and execution of projects
• Lead requirements elicitation sessions to understand business problems
• Determine the gaps between requirements and product functionalities and define workable solutions to bridge the gaps
• Be part of a scrum team and help Product Owner in Sprint Prioritization
• Work directly with all levels through to senior management across the organization and be considered as a high-level expert
• Engage at the pre-sales stage to ensure the business drivers are understood and that the solutions proposed are targeted to help meet the business value / KPI’s indicated
• Experience leading a business requirement process with both technical and business partners
• Provide consulting relating to CRM and customer services domain
• Drive and help execute Strategy by understanding the best mix of technologies and platforms
• Working closely with the Development Team during the Implementation to ensure close monitoring and adherence to the Design
• Ensuring successful Solution platform adoption by working closely with the Enterprise customers

Skills and attributes for success

• Salesforce Business Analyst Certified is a must
• Certification in one or more Salesforce clouds (Sales / Service / Industry clouds)
• Understanding sector challenges and trends
• Highly enthusiastic in learning new technologies that support the fast changing digital marketing technologies