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KeyBank · 1 month ago

Salesforce Service Cloud Business Analyst

Brooklyn, OH

Full-time

Onsite

Entry, Mid Level

$71K/yr - $122K/yr

2+ years exp

KeyBank is a financial services company seeking a Salesforce Service Cloud Business Analyst to enhance the capabilities of their Salesforce/Service Cloud platform. The role involves collaborating with business and technology teams to translate business requirements into technical specifications and leading various project-related activities to optimize system functionality.

Banking

Responsibilities

Lead discovery and deep dive sessions to understand and document current state, pain points, and areas of opportunity to improve the system functionality and/or business process

Document current state and future state processes utilizing process flow diagrams and other process design tools

Provide thought leadership in leading brainstorming, design, and solution meetings with the line of business end users and technology teams

Serve as the voice of the end users to ensure system functionality and solutions meet the needs of the business

Act as subject matter expert on development projects from inception to ensure project/system design and implementation meets the needs of the business

Capture and expand upon user stories to translate business requirements into technical requirements and convey the appropriate level of detail to the development team

Writes acceptance criteria and test scripts to ensure new functionality is working as designed throughout the development and release management process

Perform analysis and research of system dependencies to reduce system and process issues

Manage testing coordination, execution and sign-off with the various teams and end-users, including ability to test on own and assign to others

Assists with change management activities and documentation

Assists with prioritization of project backlogs and influence the larger system/product backlog with a goal of maximizing business value

Partners closely with area and functional product owners to keep them informed on project details and progress

Qualification

Salesforce applicationCommercial banking knowledgeProject managementAgile conceptsSystem testing conceptsProcess design toolsMulti-taskingCommunication

Required

Undergraduate degree in business or equivalent work experience

2-3 years of experience in financial services

1-2 years of experience using Salesforce application

Project management experience or experience leading teams and/or projects

Knowledge of Agile concepts and tools (ie Jira, Confluence)

Knowledge of system testing concepts

Ability to plan, multi-task, manage time effectively, and work on own with limited direction

Excellent written and verbal communication skills, including strong presentation skills that can explain technical concepts for non-technical audiences