CRM Analyst
BASIC PURPOSE:
Responsible for leading production support and system enhancements activities utilizing change management standards & SDLC in alignment with company visions and Goals. Leads projects/enhancements while providing guidance to a team of developers, and admin/analysts while mapping business requirements to functional solutions while providing governance over best practices and supporting platform adoption.
POSITION RESPONSIBILITIES:
Assure that production support items and requests are completed in a timely and efficient manner adhering to current SLAs.
Manage projects and oversee development of strategy with new projects relating to CRM.
Participate in the documentation of business needs, identifying gaps between business needs and application functionality.
Lead business and technical design sessions and document solutions to fill identified gaps for Salesforce Sales Cloud, Service Cloud, Force.com, Pardot, and other platforms implemented; considering possible solutions already available through Salesforce AppExchange.
Responsible for creation and maintenance of detailed technical design and implementation documentation for development & project teams.
Work with internal technical team members representing other enterprise & business applications in order establish and maintain seamless integrations.
Participate in train the trainer sessions and assist business teams in the creation of documentation and delivery efforts.
Provide hands on guidance & support for Salesforce configurations, APEX class generation & maintenance, admin tasks, queries and report generation as needed.
Aid in end-user application support including troubleshooting, managing support tickets, and testing.
Directly responsible creation & maintenance of Salesforce configuration workbooks,
Organize, participate, and lead project & production support meetings as needed with business teams/vendors.
Remain up to date with new Salesforce functionality being delivered per release.
Classify, identify, document and present opportunities for improving business processes/system interactions through the implementation of new Salesforce features delivered per release.
Maintain current Salesforce certifications.
Demonstrate a deep knowledge of all Salesforce product offerings & Solutions
Perform other job-related functions as assigned including Performance Reviews, various budget responsibilities, etc.
EDUCATION:
Bachelor’s Degree in Business Administration, Computer Science, Software Engineering or Management Information systems (MIS) or equivalent required.
Certifications required:
Salesforce Certified Application Architect
Salesforce Certified Developer or Salesforce Certified Platform Developer I or II
Salesforce Certified Administrator
Certifications preferred:
Salesforce Certified Technical Architect
Salesforce Certified Advanced Administrator
Project Management Professional (PMP)
EXPERIENCE:
6+ years of experience:
Working in a Salesforce Technical Lead capacity
Working with Salesforce.com developer toolkit including APEX classes, and controllers.
Leading & Managing projects to scope, producing estimates & defining deliverables and timelines.
com configuration and APEX/Visualforce/API development
Implementation of SFDC Sales Cloud, Service Cloud, and segregation of Administration duties.
At least 2 years of experience as a salesforce architect in a fast-paced environment. Salesforce experience in the Cruise Industry desired but not required. Marketing experience preferred.
Job Type: Full-time
