Job Summary: 

• Serve in a support role for the Sales team and IT team
• Prepare documentation including requirements documents, use cases, user stories, workflow, test scenarios, test cases, training material, and other documents related to the business of the CRM team
• Engage with the business team and technical team to develop and maintain reports, dashboards, and forecasts
• Maintain and recommend improvements in hygiene of CRM system business data to enhance user experience
• Provide day to day business user support for CRM system
• Communication of CRM system operations, features, benefits, and changes to users and collaborators of CRM
• Work with and lead super users in the support of CRM direction around changes, issues, and enhancements, and other areas that help drive the goals of CRM
• Prepare training documentation and deliver training
• Work with department stakeholders to develop reports and dashboards through native Salesforce reporting tools and Tableau
• Determining system efficiency and functionality by liaising with internal departments and end-users

Skills on Resume: 

• Documentation Preparation (Hard Skills)
• Report Development (Hard Skills)
• CRM System Maintenance (Hard Skills)
• User Support (Soft Skills)
• CRM Communication (Soft Skills)
• Super User Leadership (Soft Skills)
• Training Delivery (Soft Skills)
• System Efficiency Analysis (Hard Skills)

Job Summary: 

• Drive development and documentation of user stories
• Routinely participate in Discovery & Framing sessions and ongoing user sessions to understand user needs
• Engage with Product Owner and business stakeholders as appropriate to refine user stories
• Collaborate with offshore teams to explain requirements and conduct user-story acceptance
• Proactively identify opportunities for more effectively realising project benefits and fully articulate the proposed solution to the project team and steering group.
• Set out and implement best practice Business Analysis processes, tools and ways of working to improve the existing level of capability.
• Providing key input and support for the continuous improvement of the agile development process (SCRUM) through active engagement of all the SCRUM ceremonies.
• Ensure Jira tickets are updated and reflect actual progress on a daily basis.
• Evaluate how Dynamics365 can assist, enable, and improve business processes.
• Being a partner and an advisor for customers and stakeholders to align product and process designs
• Product backlog ownership, continuously refine and ensure that an agreed scope is always ready to move into development.

Skills on Resume: 

• User Story Development (Hard Skills)
• Needs Assessment (Soft Skills)
• Stakeholder Engagement (Soft Skills)
• Offshore Collaboration (Soft Skills)
• Process Improvement Identification (Hard Skills)
• Business Analysis Best Practices (Hard Skills)
• SCRUM Process Support (Hard Skills)
• Product Backlog Management (Hard Skills)

Job Summary: 

• Review, assess impact, gather business requirements, create user stories, identify risk, and work with IT to develop CRM solutions for large, cross-functional enterprise projects spanning multiple Business Areas and Shared Services that meet business needs while addressing sustainability and scalability.
• Own and manage CRM enhancement requests for rapid development from initial request through user story grooming, testing, and delivery to end users to include communication, support, and collaboration between the business and IT.
• Work with a team of cross-functional resources to efficiently and effectively plan, design, build, test, deploy, educate, and monitor new or enhanced Sales functionality, processes, or technology within the Salesforce platform.
• Acquire a fundamental understanding of the business areas, business units, and functional roles across the enterprise to identify opportunities for improving performance.
• Work with key stakeholders to assure business plans cover all requirements.
• Become proficient in the understanding of the business operations and Salesforce to identify disconnects and the impact on the teams using Salesforce.
• Identify, manage and coordinate workflow, activities, and other deliverables for the CRM Engagement team to meet key project milestones, that ultimately drive the business P&L performance.
• Facilitate meetings, contribute to planning and decision-making, coordinate project resources, and liaise with project stakeholders to collect and disseminate project information.
• Be a key resource for user support including, but not limited to case resolution, system enhancement identification, end user support, and overall support of the tools
• Develop and maintain business process documentation, including process flow diagrams, procedure documents, data flow diagrams, and hands-on configuration documents.

Skills on Resume: 

• Requirements Analysis (Hard Skills)
• User Story Development (Hard Skills)
• Cross-Functional Coordination (Soft Skills)
• CRM Management (Hard Skills)
• Stakeholder Collaboration (Soft Skills)
• Performance Improvement Analysis (Hard Skills)
• Project Milestone Coordination (Hard Skills)
• Meeting Facilitation (Soft Skills)

Job Summary: 

• Work in partnership with application and service domain leaders, acting as a business analyst and product owner to create a clear strategic direction that will deliver required capabilities on Salesforce.com and related platforms.
• Direct & coordinate requirements by balancing customer need with business strategy, minimized defects, and technical debt
• Engage continuously with customers and stakeholders to understand business goals and motivating factors.
• Requirements gathering within the organisation to identify potential efficiencies and improvements
• Stakeholder engagement, communicating findings directly with key stakeholders, senior management and board members
• Design and creation of work flows
• Development of new business processes
• Identify opportunities for data governance and data quality improvements through use of automation and validation.
• Compose project documentations
• Implementation and post-implementation training and support

Skills on Resume:

• Business Analysis (Hard Skills)
• Requirements Coordination (Hard Skills)
• Stakeholder Engagement (Soft Skills)
• Requirements Gathering (Hard Skills)
• Workflow Design (Hard Skills)
• Process Development (Hard Skills)
• Data Governance (Hard Skills)
• Training and Support (Soft Skills)

Job Summary: 

• Thought leader who works closely with the business users to identify areas of improvement, perform functional analysis for developing CRM solutions.
• Contribute to designing and implementing integrations between various systems
• Participate in the identification and evaluation of third party applications from the app exchange to support a multi-year implementation roadmap
• Provide technical expertise on Salesforce.com best practices.
• Collaborate with the technical architects, developers and business users throughout the process
• Perform these functions for large-scale, complex projects with minimal guidance. 
• Performs job functions independently and often guides less experienced Business Analysts.
• Track record of building relationships across all levels of the organisation with diverse internal customer groups
• Support major initiatives across a diverse, geographically dispersed, multicultural environment
• Facilitating workshops to drive process improvements and business process analysis

Skills on Resume:

• Functional Analysis (Hard Skills)
• System Integration (Hard Skills)
• Application Evaluation (Hard Skills)
• Salesforce Expertise (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Independent Project Management (Soft Skills)
• Mentoring (Soft Skills)
• Workshop Facilitation (Soft Skills)

Job Summary: 

• Participates in defining the CRM software needs for new and existing solutions
• Conducts current state assessments of business processes and supporting systems
• Performs gap and data analysis in support of identifying solution improvement opportunities
• Understand security structures and best practices
• Supports Technical Leads and Developers by providing functional clarifications and setting expectations with team and client
• Performs functional (business) solution design in CRM-based contexts, to provide maximized business value and deliver strong business agility while meeting applicable requirements and constraints
• Own functional design and documentation (business rules, process flows, customizations, etc.)
• Gains a deep understanding of client needs, hands on best practice analysis and plays an integral part in defining and proposing business value solutions that meet or exceed client expectations
• Provides recommendations based on CRM implementation best practices

Skills on Resume:

• CRM Needs Analysis (Hard Skills)
• Process Assessment (Hard Skills)
• Gap Analysis (Hard Skills)
• Security Best Practices (Hard Skills)
• Team Support (Soft Skills)
• Solution Design (Hard Skills)
• Functional Documentation (Hard Skills)
• Client Needs Analysis (Soft Skills)

Job Summary: 

• Understand and gather user requirements across all business units
• Identify and help design the best solution for the business
• Consolidate requirements of local and offshore technical teams
• Coordinate UAT and prepare test cases
• Collaborate with stakeholders and end users to identify and build business requirements 
• Analyse and lead implementations related to ERP Systems 
• Serve as a liaison between business and technology to translate business solutions, designs, and processes into development 
• Assess various business processes to identify adequate test cases and perform regression testing 
• Be the cross-functional expert between the technical and functional Team 
• Support users in view creation and customization of dashboards and reports.
• Conduct hands-on training and creation of training materials.

Skills on Resume: 

• Requirements Gathering (Hard Skills)
• Solution Design (Hard Skills)
• Team Coordination (Soft Skills)
• UAT Coordination (Hard Skills)
• Stakeholder Collaboration (Soft Skills)
• ERP Implementation (Hard Skills)
• Business-Technology Liaison (Soft Skills)
• Training Development (Hard Skills)

Job Summary: 

• Analytics and interpretation of data, being able to discuss trends, initiatives, recommendations
• Cleansing of data in close cooperation with HQ Sales and the Sales Regions.
• Creation of reports, dashboards and Power BI data models, as requested by management (Power Apps, MS Suite, etc.)
• Community management and onboarding of new usersCRM Business Analyst Duties
• Communicate with departments in Meetings, Agendas, Minutes, and project plans to understand and document work processes using Microsoft Office and Zoho Projects
• Define and implement improved department processes to gain efficiencies in call handling or request processing by employing automated processing and new technologies
• Maintain Verint Customer Relationship Management (CRM) scripts, forms, and reference documents to ensure consistent and correct intake of requests across all customer intake channels using configuration tools and documents, HTML, XML and JavaScript
• Create and update knowledgebase articles, internal and external web content to provide internal and external audiences with vital information using web content management tools
• Develop and execute user acceptance scripts to test new business processes throughout the software development life cycle
• Respond to inquiries from Customer Service Representatives and the public to resolve incomplete, confusing, or conflicting information

Skills on Resume:

• Data Analysis (Hard Skills)
• Data Cleansing (Hard Skills)
• Report Creation (Hard Skills)
• Community Management (Soft Skills)
• Process Documentation (Hard Skills)
• Process Improvement (Hard Skills)
• CRM Maintenance (Hard Skills)
• Content Management (Hard Skills)

Job Summary: 

• Assist the Organisation's services with defining existing and to-be business requirements for the Customer Access Strategy Programme.
• Assist the services to develop models for benefits realisation.
• Work with stakeholders to map the business requirements into technical IT requirements and to document these.
• Assist in the production of any required options appraisal, or assessment, and input into any recommendations to be put forward to the Programme Board.
• Liaise with the development teams during the project implementation phases.
• Develop test plans, perform testing and coordinate user acceptance tests.
• Work in an agile manner, when appropriate, (stand-ups, show and tells etc) with multi-disciplinary teams (inc. product owner, business solutions lead etc), thereby ensuring a smooth transition into the BAU environment.
• Follow existing project management office (PMO) processes and to contribute to the continuous improvement of these.tion and communication of best-practice solutions, processes, and user guidelines
• Creation and delivery of regular SFDC business process information, trainings and workshops for HQ and Regional Sales users
• Interfacing with the Software Sales Operations and Enablement Team, Global Software Sales Team and Key business stakeholders to understand CRM requirements, converting them into user stories and driving implementation

Skills on Resume:

• Requirements Analysis (Hard Skills)
• Benefits Modeling (Hard Skills)
• Stakeholder Engagement (Soft Skills)
• Options Appraisal (Hard Skills)
• Test Coordination (Hard Skills)
• Agile Practices (Hard Skills)
• PMO Process Management (Hard Skills)
• Training Delivery (Soft Skills)

Job Summary: 

• Implements solutions defined including CRM configuration, customizations, workflows, and reports
• Implement custom page layouts
• Documents, socializes, and triages issues, defects, and enhancement requests
• Performs systems integration and involved in advanced customization
• Configure and distribute operational and managerial reports to simplify and track reported work using Microsoft reporting tools and basic SQL
• Assist and resolve questions for City Staff regarding the use and problems related to the CRM Application over the phone, by email, and using screen sharing tools
• Assist in emergency messaging in a 24x7 environment with Customer Service Representatives and the public to ensure they have current information in person at the office or EOC
• Support of development and testing of SFDC enhancements and interfaces and evaluation of AI technologies
• Represent business in Scoping, Planning, Prioritization in collaboration with Corporate CRM Team.
• Determine any patches and upgrades required to the CRM system
• Guide users on how to use CRM effectively

Skills on Resume: 

• CRM Configuration (Hard Skills)
• Workflow Customization (Hard Skills)
• Issue Triage (Soft Skills)
• Systems Integration (Hard Skills)
• SQL Reporting (Hard Skills)
• Customer Support (Soft Skills)
• Emergency Communication (Soft Skills)
• AI Technology Evaluation (Hard Skills)

Job Summary: 

• Assisting the Councils services with defining existing and to-be business requirements for the Customer Access Strategy Programme.
• Assisting the services to develop models for benefits realisation.
• Working with stakeholders to map the business requirements into technical IT requirements and to document these.
• Assisting in the production of any required options appraisal, or assessment, and input into any recommendations to be put forward to the Programme Board.
• Liaising with the development teams during the project implementation phases.
• Developing test plans, perform testing and coordinate user acceptance tests.
• Working in an agile manner, when appropriate, (stand-ups, show and tells etc) with multi-disciplinary teams (inc. product owner, business solutions lead etc), thereby ensuring a smooth transition into the BAU environment.
• Following existing project management office (PMO) processes and to contribute to the continuous improvement of these.
• Participating in end of project lessons-learnt reviews
• Performing/ assisting with user experience (UX) research and design.
• Assisting with, and providing support on, any other tasks as per business requirements

Skills on Resume: 

• Requirements Definition (Hard Skills)
• Benefits Modelling (Hard Skills)
• Technical Documentation (Hard Skills)
• Stakeholder Management (Soft Skills)
• Agile Management (Hard Skills)
• Acceptance Testing (Hard Skills)
• UX Design (Hard Skills)
• PMO Processes (Hard Skills)

Job Summary: 

• Case manage all customer enquires across the portfolio
• Resolve customer queries in line with the specified service level agreement
• Interface with other teams within Emerging Products, Wholesale Markets, Customer Markets and externally to resolve the customer issue
• Reduce customer effort and increase customer advocacy
• Ensure cases are accurately logged with clear and concise notes
• Work with delivery teams and stakeholders to translate business requirements into CRM solutions
• Identify, design and configure CRM solutions, guiding senior client teams, users and IT colleagues
• Gather and take ownership of system requirements
• Direct functional requirements to development and test teams
• Work closely with the General Manager and Senior Commercial Manager to ensure all deliverables are achieved in line with the Clients expectations.
• Work closely with the Portfolio National Team on the delivery of portfolio-wide initiatives focussed on communication and customer engagement.

Skills on Resume: 

• Customer Relationship Management (Configuration (Hard Skills)
• Service Level Agreement Management (Hard Skills)
• Stakeholder Engagement (Soft Skills)
• Problem Solving (Soft Skills)
• Communication (Soft Skills)
• Requirements Gathering (Hard Skills)
• Project Delivery (Soft Skills)
• Advocacy and Influence (Soft Skills)