Senior Business Analyst - Salesforce Service Cloud

The Salesforce Senior Business Analyst – Service Cloud supports the Director of CRM Programs and is a part of the Blackbaud IT Business Analysis team, working with resources throughout the company as a liaison among stakeholders in order to understand the structure, policies, and operations of an organization, and to recommend solutions that enable the organization to achieve its goals.

Important activities include the identification, proposition and implementation of new and improved business processes and technologies, primarily in our call center and product support help ticketing operations. The Analyst will work specifically in the Service Cloud area, working with our Call Center and across the CRM processes & organization in the discovery of operational efficiency improvements, cutting edge technology implementations, workflow design, documentation, education and adherence monitoring work efforts. The Analyst is required to analyze, transform and ultimately resolve the business problems.

Specific Duties & Responsibilities:

  • Develop, designs and communicates existing processes. Incorporates business, system and data flows. Includes key metrics that support both areas of efficiency and inefficiency
  • Act as a bridge between the business problems and the technology solutions
  • Identifies areas for improvement, either through system enhancements, reporting, revised workflow and/or user training
  • Develop user stories to drive system requirements, aligned with and enabling business process change
  • Manage the Customer/IT relationship with various sales, service, success and related leadership roles
  • Gains acceptance of process efficiencies and obtains senior management buy-in based on quality, cost savings and/or performance expectations
  • Prepares preliminary project documentation pertinent to the business objectives, summarizing the goals of the business process change and expected business benefit, which are then used as inputs to functional design
  • Participates in design reviews to ensure that business processes are properly supported; responsible for updated proposed workflows
  • Supports the development of training material, participates in the implementation, and provides post-implementation support. This may involve the development of project plans and often requires project management skills
  • Monitors implementation of new processes to ensure acceptance/adherence and subsequent changes
  • Develops and maintains detailed process maps and related metrics that cross systems and business functions
  • Drives fact based decision making utilizing metrics and system derived analytics

Qualifications:

  • Strong understanding & experience with Service Cloud
  • Strong understanding or experience with process definition methodologies
  • Highly proficiency with Microsoft Visio and/or other modeling tools
  • Excellent written and oral communications skills
  • Effective presentation of ideas to larger groups
  • Gathering feedback and following up on action plans
  • History and knowledge of data analysis to support proposed process definition, monitor adherence, and communicate performance results

Experience, Education, and Training:

  • Bachelor's degree required
  • 3-5 years professional experience in Service Cloud solution design
  • A history of progressive responsibilities in the administration of information systems
  • Six Sigma Green Belt Certification preferred

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