Senior Systems Analyst, Salesforce

Business Area: IT

Seniority Level: Mid-Senior level

At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry. Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world's largest enterprises.

The Senior Systems Analyst, CRM will work as part of the team dedicated to driving innovation based on the needs of Cloudera's global CRM user base. The Senior Systems Analyst will work cross-functionally with leaders and subject matter experts to plan, design and implement robust and scalable solutions to ensure the Organization can operate efficiently and effectively and adapt quickly to change with minimal interruption.

The Senior Systems Analyst will have demonstrated experience solving complex business problems and managing systems for a global organization and can succeed in a fast-paced working environment. The Senior Systems Analyst will also be required to oversee and guide the work tasks and deliverables to ensure successful implementations. In addition, the Senior Systems Analyst will need to be able to provide development teams with sufficient details to implement appropriate system customizations as well as respond to technical support issues as required.

This position will be highly visible to, and interact with, leaders within Sales Operations, the broader Field Organization, and across Cloudera and will act as an SME for Cloudera's Federal teams. Therefore, applicants must not only possess strong analytical, technical and interpersonal skills, they must also be willing to stand in the spotlight and display both passion and competency to senior management...and

embrace the opportunity!

As this role supports Cloudera's US Federal organization, Applicants will need to meet citizenship and related criteria under NIST and DFARs regulations to be able to fulfill this role.

• Proactively seek out and identify needed system enhancements
• Point of contact for business stakeholders around prioritization, coordination, and escalation of projects and enhancements
• Analyze existing business processes and system configurations to identify gaps
• Gather and document business requirements from end users as well as supporting the prioritization process.
• Review best practices and elicit information regarding feature roadmap with vendors
• Design solutions to optimize processes and user experience
• Present to-be solutions to business stakeholders using formal design documentation, flowcharts, and example use cases scenarios
• Provide developers with well defined user stories and acceptance criteria to ensure customizations are implemented according to business stakeholder requirements
• Ensure system modifications adhere to the change control processes and compliance policies
• Know when the best solution may not be a change in system design
• Planning, execution and documentation of testing phases as required.
• Support monthly release management
• Communicate system changes to broader user audience in advance so they understand the change and how to use it prior to implementation
• Develop documentation to support end-user training and knowledge transfer within the team
• Resolve L2 support tickets as assigned and within established service level objectives
• Escalate issues to vendor technical support as appropriate
• Answer user questions and direct them to training materials

• B.S. or B.A. degree in BIS, Computer Science or related field
• Minimum of 5+ years of experience working as a Business Systems Analyst supporting Sales/Sales Operations, Support or Federal stakeholders
• Salesforce Administrator, Sales Cloud Consultant, or Service Cloud Consultant certification
• Demonstrated experience developing business requirements documentation, user stories and user acceptance test scripts
• Subject matter expertise working with Sales and/or Sales Operations teams with a firm understanding of demand generation, pipeline management, forecasting, and/or quote-to-cash processes
• Experience with diagramming tools to develop process flow charts and user experience mock ups (Lucid Chart, Visio, Omnigraffle)
• Proficiency with G-Suite or MS Office (word processing, spreadsheets, and presentations)
• Familiarity with Agile project management and development lifecycle processes
• Ability to adjust and set priorities to meet deadlines
• Strong verbal communication skills, including presentation skills
• Ability to work effectively in a professional manner
• Strong customer service orientation

• Experience with modeling, analyzing and developing reporting capabilities for key metrics to support a software-as-a-service (SaaS) business is highly desirable
• Security Centre Implementation Experience
• Experience with eCommerce implementations/operations including products/plans, online payments, and usage…