Salesforce Business Systems Analyst

Wasserman’s Enterprise Systems Solutions division is looking for a motivated individual to join the growing internal systems team. The Salesforce Business Systems Analyst role will support Salesforce Sales Cloud, Account Engagement, CRM Analytics, reporting, business process documentation, integrations and provide escalated tier support of bugs/issues, enhancement requests, product releases, M&As, and various project initiatives. This is a very hands-on role with the opportunity to learn the ins and outs of all aspects of the CRM ecosystem globally and will be part of the team owning all updates to Salesforce to support Wasserman’s continued growth, while engaging with cross-functional global sales, client services, marketing, accounting, finance, IT, legal, and HR departments. This role may expand beyond Salesforce to support other applications as our enterprise tech stack grows.  

About you – to be successful in this role, you should be self-motivated, a fast-learner, enjoy diving into details and understanding how functionalities work, good at time management, and enjoy fast paced work environments. You are analytical and detail-oriented, enjoy problem solving, creating solutions, change management, engaging with users, conducting training, and continuing to learn new things. If the above sounds like you, we would love to hear from you!    

Responsibilities

• Conduct standing collaboration meetings with stakeholders and technical teams to gather, understand, and define business requirements for change requests and feature enhancements supporting various modules on the Salesforce Sales Cloud, Account Engagement, and CRM Analytics
• Prioritise and triage tickets and requests from department stakeholders to provide expectations and feedback  
• Develop and present user stories, to-be process flows, and design solutions to support the development of Salesforce solutions  
• Perform configuration and updates to the Salesforce platform to resolve issues and promote feature requests  
• Design Salesforce Reports and Dashboards to support department and executive needs.  
• Work closely with technology and business leaders to understand processes, needs, priorities, and future road map initiatives with deliverables that can be utilised across the global user base
• Write and maintain business requirements, functional specifications, test plans, and training documentation
• Ensure security protocols are in place
• Partner with business operations leads to ensure data accuracy for internal business health meetings
• Conduct training sessions to onboard new users and support new functionality releases  
• Research and evaluate possible 3rd party software integrations as solutions to business requests  
• Engage with 3rd party software teams to successfully implement and integrate solutions  
• Coordinate, analyse, assess, configure, and test new functionalities and platform releases. Ensure needed compliance documentation and process are being followed
• Optimise outdated technical debt as needed

Qualifications

• Minimum 5 years related experience and/or training; or equivalent combination of education and experience 
• Certified Salesforce Administrator(required), Marketing Cloud Account Engagement (nice to have), and familiarity with Agentforce (nice to have)
• Experience in administrating Salesforce, similar CRM systems and marketing engagement platforms. Familiarity with other Saa systems (i.e. Oracle, Netsuite, SAP, Workday, DocuSign, Agiloft, Asana, Monday, PowerApps, Qualtrics) to develop client or internal business solutions
• Integration systems (Boomi) advantage but not essential
• Salesforce configurations including automation, security (Profiles, Roles, Permission Sets, Custom Objects, Flows), change sets and Apex. Relevant domain knowledge in one or more of the following: sales, revenue management, contracts management, accounting, or finance operational processes is preferred  
• Solid core Business Analyst skillset including process analysis, requirement gathering, process flow, development processes, user acceptance testing, user adoption and buy-in  
• Ability to translate business requirements to potential solution design that fit into IT long term strategy  
• Ability to act as BA / Coordinator / Project Manager on assigned projects  
• Ability to effectively present information and clearly respond to questions from business users  
• Must be self-motivator and able to complete tasks with limited direction and/or guidance  
• Must be able to conduct meetings and present in front of both internal and external stakeholders of varying seniority 
• Excellent communication, troubleshooting and documentation skills  
• Interest in continuing to learn new applications or platforms while deepening skills in Salesforce and CRM Analytics.
• Proficient with Microsoft Office Suite, Asana, and Lucid
• Relevant bachelor’s degree or experience within the media and entertainment industry in lieu of required education is preferred 

Wasserman does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.