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Lead Business Analyst, Enterprise CRM

Apply now Job no: 499202
Work type: Regular
Location: Calabasas Campus
Categories: Business/Accounting/Finance, Technology, Information Technology

The Lead Business Analyst, Enterprise CRM supports implementation and support of Salesforce solutions across Pepperdine's diverse schools and business units. This position serves as a change agent and value-creator, aligning Salesforce solutions with business strategies via needs assessment, analysis, documentation, clear communication, and ongoing support.

Duties

  • Business Analysis: This position is responsible for the collection, analysis, documentation, and coordination of business partners' business requirements. He/she navigates the competing needs of multiple stakeholder groups, defining end-to-end business processes, and mapping out supporting requirements for one or more systems. Specific duties include: Partners with end users to understand, translate, document, and communicate their needs as user stories and/or business requirements. Prepares for and conducts requirement elicitation activities, gathering critical information from meetings with various stakeholders. Ensures business goals, objectives of the initiative, and success metrics are captured. Confirms elicitation results with project team and end users Analyzes and documents business operations, decomposing functional processes and defining future state, business operations impacts, and value creation for the organization. Helps business stakeholders envision how their business processes/work will be impacted by the technology solution, and acts as a change agent to support their desired future state. Ensures developed solutions add business value, meet business needs, and fulfill documented requirements. Participates in preparation of test plans, test scripts, and provides testing direction for end users Communicates effectively with internal clients, cross-functional team members, technical staff, and managerial/executive staff. Navigates various cultures and personalities within the university effectively, building a positive reputation for the team and the CRM project. Manages own work on multiple projects simultaneously.
  • Salesforce Administration Processes: Salesforce user license requests, ensuring protocol and training requirements are followed prior to granting production access. Oversees university Salesforce licenses: monitor user licenses for inactivity and revoke as necessary, monitor current license allocation and alert Director, Enterprise CRM if additional licenses are needed. Validates business purpose and deploy change sets from Recruitment Fulltest org to Recruitment Production org. Supports system and data integrity through vigilant protection of system data, fields, and processes. Performs data import request from business users, ensuring data conforms to system integrity standards. Conducts and monitors daily deduplication process for recruitment Salesforce org Serves as knowledge source for end users - educate, share industry best practices, and direct others to applicable Salesforce resources as necessary. Supports and participates in governance and overall administration of university Salesforce orgs.
  • Customer Support: Monitors, investigates, resolves, or escalates Salesforce Cases and user questions within 24 business hours. Provides backup support and assistance to other team members. Listens with the intent to understand customer objectives. Collaborates with university colleagues on departmental, division-wide, and institutional projects. Manages customer's expectations. Explains difficult concepts to non-technical users. Seeks assistance to help in problem resolution.
  • Documentation Produces effective documentation of project and system deliverables within the scope of business analysis. Documents may include: business/functional requirements, gap analysis, data flow diagrams, process flow diagrams, business case presentation, end-user training guides, meeting minutes, discussions and agreements, etc. Updates procedural documentation on a regular basis. Creates new user or procedural documentation when new processes arise. Diagrams current and future state. Contributes to project documents and logs (when applicable) for: Risks, Issues, Decisions, and Action Items. Documents deployed change sets in system change log. Captures and documents own Informatica/data integration tasks for disaster recovery. Conducts post-project evaluation of own performance and efficacy of employed business analysis tactics.
  • Training Serves as subject matter expert for Salesforce user training. Conducts meetings and presentations to support user collaboration and share best practices. Participates in planning, development, and administration of user engagement and training programs for existing and new Salesforce solutions. Adapts training strategy and approach to best reach targeted audience.
  • Professional Development Attends trainings, vendor presentations, user group meetings, conferences and seminars Engages regularly in individual professional development activities to remain current with industry technology trends and work processes Maintains Salesforce certifications (if applicable) Reads all release notes related to Pepperdine-owned Salesforce products before each Salesforce release. Identifies whether Pepperdine could leverage newly-released functionality Serves on various committees within the Information Technology division Volunteers to undertake tasks that stretch the employee's capabilities Shares process information and makes informal recommendations on how to improve processes and overall job execution within team/department.
  • COLLABORATION - As needed or required: Provides backup support and assistance to other team members. Collaborates with co-workers and university colleagues on departmental, division-wide, and institutional projects. Shares process information and makes informal recommendations on how to improve processes and overall job execution within team/department.
  • COMMITTEES - As needed or required: Serves on various committees within the Information Technology division. Participates in external university committees.
  • DEVELOPMENT - As needed or required: Attends trainings, vendor presentations, user group meetings, conferences and seminars. Engages regularly in individual professional development related activities to remain current with industry technology trends and work processes.
  • BEYOND JOB DUTIES - As needed or required: Volunteers to undertake tasks that stretch the employee's capabilities. Performs other related duties as assigned.
  • UNIVERSITY MISSION - Understands and supports the Christian mission of the University. Upholds the University mission through team location atmosphere and work performed.

The above information 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.

Skills and Qualifications

Required: Bachelor's degree in related field, specialized training, or equivalent work experience. More than 5 years of relevant technical or business work experience and basic knowledge of business operations and systems requirements processes. Leadership skills, experience/in-depth knowledge of business operations and systems requirements processes.

Preferred: 3-5 years of higher education experience, preferably within a university setting as a functional staff person providing support, coordination of, or direction for university processes.

Qualified individuals should be able to articulate a strong commitment to diversity, and have the ability to work effectively with individuals from different backgrounds.

Offers of employment are contingent upon successful completion of a criminal, education, and employment screening. Qualified applicants with criminal histories will be considered for employment in compliance with all applicable laws.

This is a regular, exempt, 40 hour per week position with two (2) openings.

Salary: Commensurate with experience

Advertised: Pacific Daylight Time
Applications close:

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