Senior Business Analyst, Salesforce

Job Overview

As a Senior Business Analyst specializing in CRM/Salesforce Sales and Manufacturing Cloud, you will help Komatsu manage and optimize its commercial sales and CPQ processes. As such, you will use your industry insights, business experience and technical expertise to streamline and manage CRM commercial processes from Lead to Order. Critical success factors will be to: Engage business users, understand business process and strategic priorities in order to translate into technical requirements, design process synergy between opportunity management and CPQ, reduce deal closure cycles and help commercial teams hit sales targets through digital technology. Main tasks will include performing detailed requirements analysis, documenting processes and process changes, defining CRM strategic goals, delivering requirements to downstream technical teams for development and implementation, as well as coordinating user acceptance testing and training. To succeed in this role, you should have strong communications skills, strong technical and business acumen, an analytical way of thinking and be able to quickly learn, absorb, and explain complex business concepts as well as technical delivery in an Agile framework
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This role will be expected to be conversant in the following areas:

• CRM and Customer Lifecycle Management (Customer 360)
• Salesforce Administration
• Digital Sales Enablement
• Salesforce CPQ – Process Design & System Impacts, Data Requirements
• Account Management - Salesforce
• Opportunity Management and Lead Conversion - Salesforce
• Salesforce Reporting & Dashboards
• Driving Sales Strategy, Transformation & Process Execution,
• Influencing Users to adopt proven solutions
• Customer Experience & Insights
• Dealer Networks and Third-Party Affiliate Business Models
• Project Management fundamentals

Key Job Responsibilities

• Partner with business stakeholders to identify and capture business requirements as well as business priorities customer journey maps and develop strategic roadmaps
• Develop business process flows and User Experience (Ux) design mock ups
• Build Salesforce reports and dashboards enabling users to identify and track progress
• Serving as a digital expert, identify process improvements and innovations to improve the sales and commercial processes
• Analyze and document current processes, changes management, and process improvements, including cross-functional impacts across business functions to optimize business outcomes.
• Groom requirement and cascade to downstream technical teams, including providing explanations as needed to build teams with continued collaboration through product launch and support.
• Author and update internal and external documentation, and formally initiate and deliver requirements and documentation
• Organize and execute on project tasks using effective project management skills
• Lead meetings, e.g., business requirements review, testing engagement, etc.
• Drive outcomes in formal presentations to a variety of management levels.
• Coordinate system/user testing as required; analyze and validate testing results to gather feedback and work changes through a resolution path
• Be an expert liaison providing support to application users with respect to questions arising from application/functionality adoption and use.
• Stay current with industry trends and best practices in digital experience platforms, application process mining/mapping, monitoring, and observability.

Qualifications/Requirements

• Bachelor’s degree in Information Technology, Business Management or a related field
• Minimum of ten years of prior Product Management, Solution Architecture or Business Analyst experience
• Strong understanding of process engineering and re-engineering, as well as process optimization.
• Experience CRM systems, such as Salesforce
• Expert communicator, with the ability to facilitate clear and proactive communication between technical and non-technical business users
• Proven ability to organize and execute project tasks using effective project management
• Familiar with DevOps platforms, including documentation of epics/user stories/features, as well as requirements traceability (RTM) in an agile methodology.
• Proven track record of successfully capturing, documenting, and communicating requirements for digital experience platforms, including experience with the following domains and concepts:

o Digital Sales Enablement and CPQ – Min 10 Yrs
o Salesforce admin – User Roles and Access
o Salesforce Agentforce
o Identity and Access Management
o Sales processes and deal closing
o Customer insights

• Broad knowledge of construction and mining business and understanding of the Komatsu sales cycle

Additional Information