CRM BUSINESS ANALYST Salesforce – Service Cloud
As a CRM Business Analyst for our Salesforce - Service Cloud app you will perform analysis of business goals, objectives, and needs as it pertains to our Customer Support organization. You’ll analyze business-oriented projects where customer relationship management software may be part of the process or solution. You can expect to evaluate business processes and make recommendations in order to improve and support business activities, software and systems.
This position will play a pivotal role in the role out of Service Cloud for IDEXX Globally and will play a key role in facilitating that the business requirements are met by the technical realities. Collaboration with technical analysts, developers customer facing stakeholders is key.
You will join a team that is shaping the future of our Customer Relationship Management efficiencies at IDEXX. You will be working in a fast-paced, cross-functional environment with highly motivated innovators to help guide the software enhancement process. If you are excited about shaping a global CRM solution to empower our customers, then this is your next role!
In this Role
You will utilize data and systems to resolve business issues in the most effective and productive manner. You will elicit, analyze, validate and document business, organizational and/or operational requirements. You’ll assist and lead projects and teams. We also hope you’ll introduce improvements to our software and internal processes based on both past experiences and industry best practices.
You will operate within the Customer Relationship Management Product team as a liaison between the business and development teams.
You will work closely with cross-functional teams and stakeholders to identify user requirements and seek opportunities to support critical business strategies, improve business processes, and educate the workforce about the strategic use of technology
You will translate business process or concepts into technical requirements (and vice versa)
You will define functional and non-functional requirements based on the needs of the users and review requirements and feature designs with users to validate feature improvements and strategy
You will draft detailed requirements & user stories and partner with process improvement specialists on current and future state process mappings
Perform detailed analysis on processes & systems leading with business need
You will partner with the technology team on Agile ceremonies, developing solutions, and full execution
Support, drive, and execute user testing
Perform system administration tasks
Provide leadership for defect resolution and production support
What do you need to succeed?
Bachelor’s degree (Business, Marketing or related discipline preferred), advanced degree in technology or business preferred.
IIBA Certification or Business Analyst Professional a plus.
Certified Salesforce.com Administrator Certification a plus.
Agile and Software Development Lifecycle knowledge preferred.
Ability to translate business process or concepts into technical requirements (and vice versa).
Ability to define functional and non-functional requirements based on the needs of the users.
Ability to manage and prioritize across multiple initiatives.
Ability to lead cross-functional teams in a matrix environment.
Ability to lead and influence without authority.
Business or systems experience within the functional area.
Strong execution and impact focus – including demonstrated drive, initiative, break through thinking, and business results.
Highly effective communication skills (presentations, correspondence, and 1-on-1 at all levels and across global organization).
High energy and proactive problem-solving acumen.
Integrity, authenticity, respect, sense of humor, and confidentiality.
What We Offer
When you join IDEXX, you will find yourself in a challenging but exciting environment where you are given the opportunity to be yourself, innovate, and grow. We have so much to offer!
From day one, you will get the opportunity of full autonomy in your work and ample support when you need it.
You will join a successful team who is proud of the work they do and motivated by their unified purpose of helping others.
You will work with people who are inspiring, open, and the best in their operating space.
You’ll be part of a double-digit growth company in a quickly growing market. We are leading the way forward with innovative products, services, and a strong focus on our customers.
We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals health and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 9,000 talented people.
So, what does that mean for you? We enrich livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives and benefits while enjoying purposeful work that drives improvement.
Let’s pursue what matters together!
IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBT individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.