Lead Analyst, IS Business Analysis - Sales Capabilities

Your Opportunity as the Lead Analyst, IS Business Analysis - Sales Capabilities

Location: Orrville, OH (Close proximity to Cleveland/Akron)

Work Arrangements: Hybrid - onsite a minimum of 9 days a month primarily during core weeks as determined by the Company; maybe more as business need requires

• Act as liaison for defined projects and activities between the business area and the technical team related to business processes, systems, and people.
• Translate requirements from a business perspective into a format that can be understood and acted on by the technical team tasked with building the solution.
• Serve as Business Owner and subject matter expert for the Customer Relationship Management (CRM) platform and sales policies, including the Logistics Development Incentive policy.
• Manage the Customer Relationship Management tool: serve as Product Owner for the Salesforce platform by managing backlog, prioritizing enhancements and defect resolution, testing, and communication to stakeholders.
• Support and act as the key technical contact for multiple Sales and sales support teams across all SBA’s.
• Facilitate meetings and resolve issues with cross‑functional partners such as Sales, Sales Operations, Revenue Growth Management, and Customer Category Business teams.
• Provide forward‑thinking mentality regarding user impact to CRM changes or functionalities.
• Consult with other business SMEs to document existing processes, research best practices, and propose future processes.
• Model and drive prioritization among competing goals with business customers and IS resources.
• Lead various project deliverables, including:
• Identifying areas of improvement in business processes or systems, gathering and documenting requirements, and contributing to optimal solutions via functional design documentation.
• Creating business process flows in collaboration with technical teams.
• Highlighting process changes and providing input on potential impact to the organization.
• Partnering on change management deliverables.
• Executing best practices regarding audit and security controls.
• Summarizing complex technical issues for users in a clear and concise manner.
• Manage small to medium size projects: sponsors, leveraging existing technologies or capabilities, ensuring accountability and quick decisions for progress while mitigating cross‑functional risks.
• Execute and enforce standards and methodologies around business process development, project management, and change management.
• Deliver project scope (people, process, and technology).
• Provide business user support: tier 2 user support for the CRM platform.
• Develop standard operating procedures (SOPs) and support internal partners in creating consistent, repeatable processes and implementing improvements.
• Collaborate with users to troubleshoot system issues, analyze impact, and work closely with the technical team on resolution.
• Perform user acceptance testing (UAT) with daily troubleshooting or on cross‑functional projects.
• Champion supportability for new capabilities, identify maintenance needs, and lead execution of maintenance plans.
• Influence and apply adoption of modern processes, toolsets, and patterns within and beyond the immediate team.
• Own Sales Policies: serve as SME and point of contact for internal and external sales policies, maintain published policies, and provide thought leadership for improvement opportunities.
• Own relationships with third‑party vendors responsible for monitoring spoils/damages and use findings to support current or propose changes to LDI rates.

• Bachelor’s degree or equivalent work experience.
• 6+ years of relevant work experience.
• Demonstrated knowledge of sales processes and systems.
• Experience as a project participant or leader with a good understanding of project management methodology.
• Ability to create business process models and participate in change management activities.
• System experience involving implementation, support, and/or administration.
• Familiarity with Salesforce CRM is a plus.
• Ability to coach and influence cross‑functionally.
• High personal standards of integrity.
• Demonstrated customer service mindset.
• Strong interpersonal and communication skills.
• Demonstrated ability to think critically and conceptually.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, genetic information, age, national origin, disability status or protected veteran status.