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Salesforce Business Analyst - Service Cloud

IT Corporate Systems
IT Corporate Systems Division is a turnkey division and the information hub of Cvent. We provide vital business intelligence and maintain crucial data that provides a solid foundation for decision making across the organization. IT Corporate Systems is responsible for a variety of business services, including but not limited to: Salesforce.com administration and development, data warehousing and data integration, business process automation, reporting.
We offer a unique and challenging environment to work, with ample opportunity to grow and groom your career.
CRM Business Analyst/Program Manager ? Service & Customer Systems
As a Business Analyst in the IT Corporate Systems department, you will help to shape the vision of our Salesforce.com, Financial Force, Gainsight, Litmos and other systems, and the way they support Cvent business goals. Acting as the liaison between the business stakeholders and Corporate Systems team, this position is primarily focused on the analysis, design, documentation, and project management.
This position is a blend of business analyst and program manager role. Besides analysing and document business requirements, you will manage a subset of CRM projects directly
You will work with business and CRM delivery team by coordinating and translating business needs into actionable requirements. You should have hands-on Salesforce admin/development experience and contribute to platform improvement projects.
This position will be based out of Cvent HQ in Tysons Corner, Virginia and report directly to the Director Corporate System ? Service & Customer Systems (ITBP).
Responsibilities
Communicate with business stakeholders, collect project requirements and feedback on system performance/functionality, document detailed business requirements for CRM Admin and Development teams.
Review, analyse, and create detailed documentation of use cases, business processes along with user's needs including workflows, data, functional specifications, design aspects and steps required to develop or modify processes or systems
Represent IT Corporate Systems and CRM Team in cross-functional meetings
Contribute to project prioritization and risk, scope, schedule and budget assessments
Oversee the assigned CRM projects, monitor and control schedule, budget and quality performance, prepare regular reports for stakeholders and internal clients
Work closely with Business Units to gain in-depth understanding of business issues; identify, analyze and translate business needs into functional specifications
Review, analyze, and create detailed documentation of new and existing business processes along with user's needs
Coordinate and contribute to the creation of quality assurance plans for high-budget and/or high complexity projects
Monitor the evolution of force.com platform, identify opportunities for innovation and optimization, educate business stakeholder on these opportunities, initiate and drive system improvement projects.
Implement a framework for business requirements gathering and analysis (processes, templates, communication plans)
Analyze systems usage and propose changes to improve IT spend and end-user/client experience
In case of operational emergency, troubleshoot issues and provide admin support on Salesforce for any critical issues during EST time zone.
Skills & Requirements
Bachelor's degree.
5+ years of experience in CRM solutions and business analysis
Strong understanding of Salesforce platform, with a focus on Service cloud
Experience with professional services automation (PSA) and customer success solutions and applications, CTI and telephony integration
Ability to prioritize, meet deadlines and manage changing priorities, while resolving ambiguity
Understanding of Customer Service and Customer Success Management processes, prior experience in customer support or customer success is an advantage
Ability to quickly learn new business processes and understand how IT needs to support the business in achieving revenue and profit goals.
Excellent communication and analytical skills.
Ability to implement and apply a structured methodology for requirements/specifications.
Working knowledge of project planning, analysis, design and implementation.
Basic understanding of technology systems and web applications.
Highly organized, detail conscious, and able to prioritize multiple tasks.
Salesforce Admin or Service Cloud Consultant Certification is preferred.



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