Salesforce Business Analyst I

Job Summary:

This individual will take a primarily declarative approach to developing solutions in Salesforce to take maximum advantage of the features of the Salesforce platform and ecosystem. The successful candidate will be experienced with, will lead, and participate in planning and development of building and maintaining Salesforce-based solutions that include Salesforce systems components, access control models, data architecture, business process automation, lightning apps and components, process builder, workflow, and approval automations.

The Salesforce Business Analyst is a functionally focused, technical team player with ability to form alliances across global boundaries and having proven project development and leadership capabilities. This position will be the technical liaison between all functional units and the IT unit and will work to resolve and coordinate service installations, upgrades, and new initiatives.

Job Responsibilities:

Business Analyst Support:

• Manage project development from initiation to closure
• Prototyping solutions to meet the business needs of the organization.
• Staying current with the changes in Salesforce Declarative software development trends, technology, and new areas of specialization.
• To provide support for core business applications and other general systems
• Lead the integration and support of data flow to other up and downstream systems
• Leverage business knowledge to elicit conceptual business and design requirements, persistently striving to identify gaps
• Responsible to support the organization with solutions that improve the stability, functionality and data integrity of the system
• Adhere to and promote process CRS practices for engaging with business owners, new feature requestors, and change requests
• Review and analyze user requests or other information to define requirements, confer with users to validate or clarify needs, develop required documentation, and design and test appropriate solutions
• Manage and track the status of requirements throughout the project lifecycle; enforce and redefine as necessary, communicate changes to project team and stakeholders
• Proactively review and analyze the effectiveness and efficiency of existing systems, and provide recommendations to enhance the user experience
• Manage vendors for configuration, administration, and optimization of business systems.
• Create and maintain all business system documentation.

System Maintenance and User Support

• Perform on-going maintenance, respond to program interruptions and other problems, and complete recovery and correction actions as required
• Ensure smooth transition of new or enhancements to systems into live operations
• Resolve technical problems; identify and diagnose problems, including escalations and solution tracking
• Provide programming and report writing support
• Provides second and third level technical support during extended business hours and weekends for live business critical systems
• Provide end-user support, release and upgrade management and user and Service Desk training, and continuous improvement of process and technology
• Ensure all system control processes are followed and compliant with CRS policies
• Build user documentation, service Desk knowledge, data interface design, data migration and reconciliation.

Configuration

• Assist in support and maintenance of integration and interfaces with other business processes and systems
• Provide Declarative solutions and Out of the Box Salesforce functionality
• Apply the CRS methodology to create, test, and evaluate software applications and systems
• Stay current with changes in Salesforce Declarative software development trends, technology, and new areas of specialization.
• Ensure that all affected work teams are involved in and informed about changes to the various systems/applications and trained/educated on the features/modifications of the Salesforce implementation

Required/Desired Foreign Language

Must be fluent in written and spoken English

Travel Required

Occasional travel, less than 10%

Key Working Relationships:

Supervisory:

Report to the IT Service Delivery Manager

Internal:

Business system owners and key stakeholders including Overseas Operation Operational Excellence team, Mission and Mobilization Business Owners, GKIM System Administrators & Service Desk; Advisory Group members; Regional leadership and system users.

External:

All IT vendors and other partners including but not limited to NetHope and peer members of other NGO’s and consortiums focused on use of ICT in the relief and development sector, competing technology providers, technology research and advisory firms, and vendors of incumbent service providers.

Qualifications

Basic Qualifications

• Minimum 3 to 5 years’ experience in IT with Salesforce development required
• Bachelor’s degree required or equivalent experience
• Experience with Salesforce Nonprofit Cloud, Communities, and 360 degree customer view a plus
• Salesforce Administrator certification required
• Salesforce Certified Platform App Builder or Certified Non-Profit Cloud Consultant, and Salesforce Developer certification preferred
• Strong understanding of software development lifecycle and change management processes
• Strongly desired: experience working on teams building and delivering technology solutions meeting business requirements.
• Demonstrated experience translating analog business processes into requirements for Salesforce
• Strong leadership, coordination, and interpersonal skills, including demonstrated success leading the work of culturally diverse teams
• Excellent oral and written communication skills.
• Excellent analytical and troubleshooting skills.
• Minimum 1 year experience training clients and front-line technicians.
• Solid ability to develop reports using report writing software.
• Good understanding of relational database management technologies.
• Good understanding of object-oriented design, modeling tools and technologies.
• Flexibility with working schedule and ability to provide after office hours’ support
• Ability to conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities
• Ability to travel up to 10% overseas to conduct business process mapping and troubleshooting with field staff

Agency-wide Competencies (for all CRS Staff)

These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results.

• Integrity
• Continuous Improvement & Innovation
• Builds Relationships
• Develops Talent
• Strategic Mindset
• Accountability & Stewardship

*Our Catholic identity is at the heart of our mission and operations. Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need.

Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.

Note: All positions requiring residence or frequent travel outside their home country must undergo and clear a pre-employment medical examination.

CRS’ talent acquisition procedures reflect our commitment to safeguarding the rights and dignity of all people – especially children and vulnerable adults – to live free from abuse and harm.

EOE/M/F/D/V – CRS is an Equal Opportunity Employer.