Operations Business Analyst II - Salesforce

Compensation

USD $83,279.50 - USD $ /Yr.

This role is eligible for a competitive monthly incentive based on individual and company performance.

For information regarding our benefits, please visit:

Work closely with the Salesforce Product Owner, operations managers, and cross-functional teams to support the development and optimization of operational products within the Salesforce environment.

Bridge the gap between business needs and technical solutions, collaborating with technical partners to define product requirements, develop a product understanding, and communicate effectively to both business and technical audiences.

Identify operational improvements, ensuring the delivery of high-quality products, and enhancing business processes to increase efficiency and customer satisfaction.

• Partner with business stakeholders to identify operational pain points, process gaps, and improvement opportunities.
• Gather, document, and refine business requirements, user stories, acceptance criteria, and process flows.
• Document current-state and future-state business processes, workflows, and user journeys.
• Analyze operational metrics, customer experience data, workflow inefficiencies, and adoption trends to recommend scalable solutions.
• Collaborate closely with the Salesforce technical team to translate business needs into system requirements.
• Facilitate workshops, discovery sessions, demonstrations, and process reviews with business leaders, frontline users, compliance, servicing, training, and communication teams.
• Support user acceptance testing, defect triage, and production validation activities.
• Assist with enhancement intake, prioritization, and backlog refinement activities.
• May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.

• Bachelor’s degree in related field (such as Business Administration, MIS, or BIS); additional, applicable years of experience may be substituted for a bachelor’s degree.
• Three (3) years’ direct experience in Business Intelligence/MIS Analytics in an operations environment using data analysis to answer business questions and solve problems.
• Experience in consumer lending or financial services with knowledge of underwriting.
• Demonstrated history of successful project completion, exhibiting excellent project management skills with the ability to self-manage, complete project deliverables, meet deadlines, handle and prioritize simultaneous requests, and work with teams laterally and upwards.
• Ability to translate complex data into clear, well-packaged reports for clear, easy, and effective understanding. Comfortable presenting data to all levels of leadership.
• Capacity to effectively bridge the gap between conceptualization and implementation, interpreting and comprehending instructions, concepts, and ideas and following through with proper execution of desired outcomes in the forms of data sets, reports, or presentations.
• Desire and ability to learn emerging technologies and methodologies.
• Ability to elicit and translate high-level business needs into specific and concise processes.
• Displays strong business aptitude and a positive attitude.
• Detail oriented with creative and analytical thinking abilities.
• Ability to critically evaluate and prioritize information gathered from multiple sources and reconcile conflicts.
• Confident in making well-informed decisions that are accurate and detail-oriented.
• Ability to use strong problem-solving skills to find solutions to problems that are technically complex and require collection, interpretation, and analysis of data from diverse sources.
• Excellent interpersonal skills necessary to communicate professionally and effectively, verbally and in writing, with vendors, service dealers, customers, and all levels of company staff.

• Experience using Salesforce to deliver business solutions.
• Experience with  configuration.
• Experience testing and validating solutions in SDLC.
• Salesforce Business Analyst or other related Certifications.
• Direct experience and involvement in design, development, implementation,…