Senior Business Analyst, Customer Solutions - CRM Platform

Job Description:

The Role

Are you interested in serving the needs of millions of customers at Fidelity's Workplace Investing, by building the best-in-class digital experience that helps them in financial planning, investing, and retirement solutions?

As a Senior Business Analyst in Fidelity's Workplace Investing Customer Solutions Chapter, you will be a member of a Client Relationship Management (CRM) Solutions squad in the CRM Platform Product Area. Squads in this product area are responsible for delivering a robust and dynamic Salesforce.com experience for our client-facing associates, to enable them to meet our clients' needs.

To be successful, you must gain a deep understanding of our client and our associate experiences, and think strategically to enable an outstanding experience using the Salesforce cloud ecosystem. Understanding Salesforce capabilities is key to effectively handle asks for business needs. Day to day, you are working closely with a team of multi-functional and dedicated squad members (product, technology, legal, compliance & risk partners) who deliver on specific business goals.

In this role, you will work with your squad to provide effective product partnership through communication, risk mitigation, quality assurance, effective delivery and build strong working relationships across the organization. As a Senior Business Analyst, you must be a highly motivated self-starter with a sense of ownership, attention to detail, and be an effective liaison between stakeholders and your team.

• Identify and document business requirements, current and future states, and provide constructive feedback for future process improvements.
• Experience with workflow design, data analysis, data visualization, and impact analysis.
• Familiar with the Agile methodology concept and experience in agile tools such as Jira, Confluence, Mural or similar Agile backlog management tools (training is available)
• Define epics, user stories, acceptance criteria, facilitate story grooming/refinement sessions, and demo sprint deliverables.
• Participate in or lead the daily Scrums, Sprint Planning Meetings, Release Planning, Sprint Reviews and Retrospectives.
• Perform end to end Business Acceptance Testing and ensure the traceability of test cases.
• You take initiative to communicate issues/client feedback with Squad Leader/team and resolve issues in a timely manner.
• Strong written and verbal communication skills, including the ability to summarize and interpret information to influence key stakeholders such as Subject Matter Experts, and Business Partners.
• Manage dependencies across teams and work on multiple projects simultaneously.
• Proven leadership by mentoring peers and showcase critical thinking by managing conflicts within teams.
• 5-7 years transferable experience.
• Salesforce Administrator Certification and at least one of the following certifications Certified Business Analyst, Service Cloud Consultant, Sales Cloud Consultant are required within 24 months.
• Bachelor's degree preferred.