(strong(Job Details:(/strong( (strong(SALESFORCE BUSINESS ANALYST
– SERVICE CLOUD(/strong((br((br((strong(WHAT IS THE OPPORTUNITY?(/strong((br((br(The Salesforce Business Analyst ensures that City National Bank’s (CNB) mission-critical Salesforce CRM platform for respective cloud is optimally deployed, supported and adopted by the bank.
The Salesforce Business Analyst is part of the business Salesforce Center of Excellence (SFDC COE) team.
The Salesforce Business Analyst will work with business users across multiple departments, as assigned, to gather and define business requirements; translate the requirements into user stories, process changes and work flows to solve business problems.
The role will work with the business and technical teams and other stakeholders to ensure delivery of high quality solutions to meet business needs, including ongoing support of the introduction of new features and capabilities.
As the Salesforce platform rapidly evolves, this professional will help colleagues across the bank optimize their success with the platform through communications, training, and support services.(br((br(This role is responsible for leveraging the Salesforce application to achieve the following:(br(
• Optimize the overall function, efficiency and quality of across bank departments as they transition to; and build upon the respective Salesforce Cloud system(br(
• Enable growth and scale to realize CNB & RBC’s objectives.(br(
• Improve customer and colleague experience.(br(
• Exemplify and promote the Salesforce platform as a primary driver of technology innovation, transformation and change within CNB(br(
• Support other related bank wide initiatives.(br((br(The Salesforce Business Analyst is part of the business Salesforce Center of Excellence (SFDC COE) team.
The Salesforce Business Analyst ensures that City National Bank’s (CNB) mission-critical Salesforce CRM platform is optimally deployed, supported and adopted by the bank.
The Salesforce Business Analyst will work with business users to gather and define business requirements; translate the requirements into user stories, process changes and work flows to solve business problems.
The role will work with the SFDC COE business and technical teams and other stakeholders to ensure delivery of high quality solutions to meet business needs, including ongoing support of the introduction of new features and capabilities.
As the Salesforce platform rapidly evolves, this professional will help colleagues across the bank optimize their success with the platform through communications, training, and support services.(br((br(This role is responsible for leveraging the SFDC COE and Salesforce application to achieve the following:(br(
• Optimize the overall function, efficiency and quality of the Salesforce Center of Excellence.(br(
• Enable growth and scale to realize CNB & RBC’s objectives.(br(
• Improve customer and colleague experience.(br(
• Exemplify and promote the Salesforce platform as a primary driver of technology innovation, transformation and change within CNB while adhering to the overall SFDC COE roadmap and vision for CNB.(br(
• Support other related bank wide initiatives.
At the same time, the Salesforce Business Analyst will oversee the work of other Junior business analysts and provide the necessary training, coaching and guidance to achieve business results.(br((br((strong(Marketing Product and Digital Division(/strong((br(As a member of our Marketing, Product and Digital team, you will have an exceptional opportunity to help grow your career while driving change across many facets of the business.
The team is passionately focused on building our brand, supporting banking products and finding innovative ways to engage and retain clients.(br((br((strong(WHAT WILL YOU DO?(/strong((br((br((ul((li(End-to-end delivery of Salesforce solution, including: working with the Servicing, Marketing and Sales Teams and other business users to gather and define business requirements; translate them into user stories and process flows; working with the business and technical teams on functional and technical design and implementation; demos to leadership; user acceptance testing with team; end-user deployment; adoption and training.(/li((li(Support the existing Salesforce Agile process of prioritization of user stories across multiple business processes and stakeholders.(/li((li(Understand cross-functional impacts of business requirements to configuration, process, workflow and reporting, and incorporate into user support interactions.(/li((li(Perform and / or coordinate UAT testing; work with business and technical teams on defect remediation(/li((li(Serve as a point of contact from the respective Salesforce Cloud team for day-to-day support of the Salesforce platform users: answer questions; help with access and usage requests and needs; identify issues and work with the appropriate parties on remediation(/li((li(Seamlessly integrate with the Salesforce business COE team which is a highly-effective, transparent, high performing and relaxed team culture.
Leverage existing Salesforce business COE team colleagues, processes and best practices to optimize the Salesforce experience.(/li((li(Help design and execute a broader support model, inclusive of self-service materials/capabilities, in coordination with the SFDC COE roadmap.(/li((li(Provide on-going support for Salesforce evolution; participate in projects as a Subject Matter Expert, to drive product roadmap successfully forward and ensure alignment with CNB’s overall Salesforce strategy(/li((li(Help maintain and improve knowledge base and training material accessible by support team and business users to minimize cases and avoid repeat issue escalation(/li((li(Help to create and maintain custom reports and dashboards for various teams(/li((li(Perform basic data uploads in support of maintenance activities, sales campaigns, and activity tracking(/li((li(Support enterprise-wide view of platform access/authority; help ensure appropriate policies and practices are in use(/li((li(Support requests from Audit, Compliance and other functions for information and assessments of Salesforce platform / product use, and other topics(/li((li(Support all approved 3rd party applications used on the Salesforce.com platform(/li((li(Provide functional guidance to junior team member and may coordinate day to day actives(/li((li(Acts as Subject Matter expert in respective domain(/li((/ul((br((br((strong(WHAT DO YOU NEED TO SUCCEED?(/strong((br((br((strong(Must-Have*(/strong((br((ul((li(Minimum 4 years of experience as a Business Analyst required(/li((li(Minimum 3 years of experience in using and implementing Salesforce solutions(/li((li(Minimum 5 years of experience in a related field (financial services, sales, CRM/customer relationship management)(/li((li(Minimum 5 years of experience in a technical support and/or customer service role required(/li((/ul((br((strong(Skills and Knowledge(/strong((br((ul((li(BA / BS degree or equivalent(/li((li(Salesforce experience within a financial services, sales or client support operation(/li((li(Salesforce Administrator Certification preferred(/li((li(Passion to improve the client and colleague experience(/li((li(Individuals who are passionate about leveraging the Salesforce platform, preference for those individuals with related Salesforce certifications; if not yet held, ability to become certified with the first months of tenure(/li((li(Strong analytical and problem-solving skills (identify issues, analyze root causes, structure problem assessments, develop options and recommendations)(/li((li(Strong communication and negotiation skills and the ability to interact equally effectively with colleagues across all Lines of Business and functional groups(/li((li(Strong attention to details in order to support platform users, maintain in-compliance user system access, and manage other platform risks(/li((li(Proven track record in achieving results; ability to coordinate and prioritize concurrent activities within deadline-driven climate(/li((li(Ability to work independently and in collaborative teams(/li((li(Service-dedicated and solutions-oriented mindset(/li((li(Strong verbal and written communication skills, including the ability to develop easy-to-understand user documentation and platform reports, and to explain solution steps for complex issues(/li((li(Outstanding listening skills, and ability to patiently, constructively interact with diverse stakeholders who may be experiencing challenges with the platform(/li((li(Proven ability to adjust quickly to shifting priorities, multiple demands, ambiguity and rapid change(/li((li(Ability to successfully understand and implement policies, procedures and technology(/li((/ul((br((br((strong(*To be considered for this position you must meet at least these basic qualifications(/strong((br(The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification.
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.(br((br((strong(INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT(/strong((br(City National Bank is an equal opportunity employer committed to diversity and inclusion.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.(br((br((strong(ABOUT CITY NATIONAL(/strong((br((br(We start with a basic premise: Business is personal.
Since day one we’ve always gone further than the competition to help our clients, colleagues and community flourish.
City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships con