Address
Form of work Role: Senior Business Analyst (Customer Service & Process Improvement exp)
Location: Pleasanton, CA ( Remote now)
Type: 18 months contract or 6 months C2H
LOCALS preferred.
Key Responsibilities include, but are not limited to:
Qualifications:
Location: Pleasanton, CA ( Remote now)
Type: 18 months contract or 6 months C2H
LOCALS preferred.
Key Responsibilities include, but are not limited to:
- Work with the Business and Product teams to understand the existing process and to gather the business and functional requirements, by scoping, defining, and prioritizing requirements.
- Understand and document detailed requirements for implementing and enhancing CRM solution.
- Critically evaluate information gathered from multiple sources, reconcile inconsistency, and break down high-level information into details.
- Work with UX/UI team to develop mock-ups and proposed user journeys
- Mapping functional requirements to Salesforce.com features and functionality.
- Work with Product Manager and Analytics team to define, measure and track Key Performance Indicators (KPIs) and success criteria for the assigned projects & features
- Work with Architects and Developers to transform new requirements into Salesforce.com design and implementation.
- Work with the functional SME and trainers to identify and document process gaps and Process Improvements.
- Assist and Develop Innovation Roadmaps and BRDs.
Qualifications:
- You have 8 to 10+ years of Business Analyst experience in delivering amazing customer experience using customer support products and technology
- Experience with CRM and Customer Service Management solutions used by medium-sized customer support organization a strong plus
- Process Improvement Exp( Six Sigma is a Plus)
- Product experience in eCommerce customer support a plus
- Aptitude for strategic thinking and problem solving in a fluid environment.
- Exceptional at prioritizing and focusing on the highest value opportunities.
- Ability to stay goal oriented and act with a sense of urgency
- Ability to work collaboratively as a member of cross-functional teams to deliver results.
- Excellent communication skills, able to present, negotiate and influence at C-level.
- Exceptional networking, relationship building and influencing skills.
