Business Analyst - Salesforce

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James Hardie is the industry leader in exterior home and outdoor living solutions, with a portfolio that includes fiber cement, fiber gypsum, composite and PVC decking and railing products. Our family of trusted brands includes Hardie®, Timber Tech®, AZEK® Exteriors, Versatex®, fermacell®, and Stru Xure®.

With over 8,000 employees and our U.S. operating entities headquartered in Chicago, we boast 31 operating sites, 6 recycling facilities, and 6 research and development centers globally. Powered by a dynamic workforce, we’re united by our purpose of Building a Better Future for All™ through sustainable innovation, a Zero Harm culture, and a commitment to empowering our people and communities.

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The Salesforce Business Analyst will support the ongoing development of our technology platforms such as  deployments and analytics. The successful candidate will have a track record of successfully improving  processes, adoption, dashboards, and reporting. The Salesforce Business Analyst will work closely with functional leaders, business units, and subject matter experts to identify, develop, and deploy new business processes. This role is part analyst, technical project manager and administrator.

The Business Analyst will be responsible for executing day-to-day support, maintenance, and improvement of our CRM platform.

• Help serve as system administrator for the  environment with 530+ users.
• Handle basic administrative functions using Service Now including user account maintenance (SSO, roles/profiles), reports and dashboards, workflows, and other routine tasks.
• Complete regular internal system audits and identify areas of improvement.
• Help support  data feeds and integrations.
• Coordinate the evaluation, scope, documentation, and completion of new development requests.
• Facilitate Scrum ceremonies including stand-ups, sprint planning, and sprint retrospectives.
• Effectively act as the liaison between our users, vendors and the Salesforce development teams.
• Assist new user onboarding and development to grow the  skill set across the organization.
• Work independently with members of the user community to define and document development requirements.
• Support user acceptance testing for new Salesforce functionality.
• Document system processes and functions.

The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

• Excellent project management skills.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards.
• Creative and analytical thinker with strong problem-solving skills.
• Must demonstrate exceptional verbal and written communication skills.
• Must demonstrate ability to communicate effectively at all levels of the organization.
• Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
• Ability to assess the impact of new requirements on  and all upstream and downstream applications, systems, and processes.
• Minimum two years of experience as a  administrator in a 200+ user organization.
• Two years of experience facilitating or supporting agile ceremonies and backlog management.
• Admin (ADM
  201 or ADM
  211) certified preferred.
• Scrum Master certification preferred.
• Experience in Sales, Service, and Community (Experience) Clouds.
• Ability to work in a fast-paced environment.
• Demonstrated exposure or interest in people leadership, including onboarding, upskilling, and fostering a strong team culture.
• Collecting and analyzing data to improve business processes and/or identify opportunities.
• Proven ability to design and implement new processes and facilitate user adoption.
• Strong understanding of the Salesforce platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of…