Salesforce Business Analyst Service Cloud

Banking and Investment Services Division
Banking and Investment Services plays an integral role in leading the strategic vision and execution of all banking operations. Our servicing and operations professionals partner closely with all of our lines of business to carry out critical functions, including client/deposit servicing, contact center operations, payments processing, and trade and lending operations, while identifying and mitigating risk throughout the organization. Servicing and operations professionals seek to transform and define an integrated support model through automation and cutting-edge digital technologies, to deliver an excellent experience for our clients and businesses.

• End-to-end delivery of Salesforce solution, including: working with the Servicing, Marketing and Sales Teams and other business users to gather and define business requirements; translate them into user stories and process flows; working with the business and technical teams on functional and technical design and implementation; demos to leadership; user acceptance testing with team; end-user deployment; adoption and training.
• Support the existing Salesforce Agile process of prioritization of user stories across multiple business processes and stakeholders.
• Understand cross-functional impacts of business requirements to configuration, process, workflow and reporting, and incorporate into user support interactions.
• Perform and / or coordinate UAT testing; work with business and technical teams on defect remediation
• Serve as a point of contact from the respective Salesforce Cloud team for day-to-day support of the Salesforce platform users: answer questions; help with access and usage requests and needs; identify issues and work with the appropriate parties on remediation
• Seamlessly integrate with the Salesforce business COE team which is a highly-effective, transparent, high performing and relaxed team culture. Leverage existing Salesforce business COE team colleagues, processes and best practices to optimize the Salesforce experience.
• Help design and execute a broader support model, inclusive of self-service materials/capabilities, in coordination with the SFDC COE roadmap.
• Provide on-going support for Salesforce evolution; participate in projects as a Subject Matter Expert, to drive product roadmap successfully forward and ensure alignment with CNB's overall Salesforce strategy
• Help maintain and improve knowledge base and training material accessible by support team and business users to minimize cases and avoid repeat issue escalation
• Help to create and maintain custom reports and dashboards for various teams
• Perform basic data uploads in support of maintenance activities, sales campaigns, and activity tracking
• Support enterprise-wide view of platform access/authority; help ensure appropriate policies and practices are in use
• Support requests from Audit, Compliance and other functions for information and assessments of Salesforce platform / product use, and other topics
• Support all approved 3rd party applications used on the Salesforce.com platform
• Provide functional guidance to junior team member and may coordinate day to day actives
• Acts as Subject Matter expert in respective domain

• The Salesforce Business Analyst is part of the business Salesforce Center of Excellence (SFDC COE) team
• This particular role is dedicated to Treasury Management Solutions (TMS). This role is responsible for leveraging the SFDC COE and Salesforce application to achieve the following:
• Optimize the overall function, efficiency and quality of Treasury Services, specifically the Servicing team which consists of Client Services (Tier1), Technical Support (Tier 2) and Production Support (Tier 3). Servicing team supports over 250 users across the division and serves as the business escalation point for TMS issues and problems
• Exemplify and promote Treasury as a primary driver of technology innovation, transformation and change within CNB while adhering to the overall SFDC COE roadmap and vision for CNB
• Leverage existing Salesforce business COE team colleagues, processes and best practices to optimize the TMS Salesforce experience.
• Mentor and coach Salesforce Center of Excellence personnel on TMS and Service Cloud functionality

Must-Have*

• Bachelor's Degree or equivalent Salesforce certification
• Minimum 4 years of experience as a Business Analyst required
• Minimum 3 years of experience in using and implementing Salesforce solutions
• Minimum 5 years of experience in a related field (financial services, sales, CRM/customer relationship management)
• Minimum 5 years of experience in a technical support and/or customer service role required

Skills and Knowledge

• BA / BS degree or equivalent
• Salesforce experience within a financial services, sales or client support operation
• Salesforce Administrator Certification preferred
• Passion to improve the client and colleague experience
• Individuals who are passionate about leveraging the Salesforce platform, preference for those individuals with related Salesforce certifications; if not yet held, ability to become certified with the first months of tenure
• Strong analytical and problem-solving skills (identify issues, analyze root causes, structure problem assessments, develop options and recommendations)
• Strong communication and negotiation skills and the ability to interact equally effectively with colleagues across all Lines of Business and functional groups
• Strong attention to details in order to support platform users, maintain in-compliance user system access, and manage other platform risks
• Proven track record in achieving results; ability to coordinate and prioritize concurrent activities within deadline-driven climate
• Ability to work independently and in collaborative teams
• Service-dedicated and solutions-oriented mindset
• Strong verbal and written communication skills, including the ability to develop easy-to-understand user documentation and platform reports, and to explain solution steps for complex issues
• Outstanding listening skills, and ability to patiently, constructively interact with diverse stakeholders who may be experiencing challenges with the platform
• Proven ability to adjust quickly to shifting priorities, multiple demands, ambiguity and rapid change
• Ability to successfully understand and implement policies, procedures and technology