Technical Business Analyst (SalesForce Digital Platform)

Company: Kelly Services
Location: Irving
Posted on: February 16, 2020

Job Description:

Kelly Services is actively seeking a Technical Business Analyst (SalesForce Digital Platform) for Nissan's Irving, TX location. This is an indefinite contract opportunity to join a great team! Technical Business Analyst (SalesForce Digital Platform)Minimum QualificationsEducation: Bachelor's degree in related field is preferred; job experiecne will be considered in lieu of degreeProfessional Experience: 3-5 years of cumulative and directly related customer service experience.Two or more years of experience with web portal development, requirements documentation, and functionality testing.Knowledge and Skills: Experience with HP Quality Center and Salesforce Community Cloud.--- Good oral / written communication skills with strong interpersonal, problem solving and conflict resolution skills.--- General knowledge of captive automobile finance.Travel: Infrequent day and overnight travel.Job DescriptionOperating within NMAC's Operational Effectiveness department, the position is a key contributor to the digital customer journey. The position acts as a SalesForce digital platform (SFDC) subject matter expert (SME) using automotive OEM and captive finance experience paired with system expertise to monitor existing customer touchpoints, identify opportunities for enhancement and assist to launch enhancements. The position is a key contributor to NMAC's evolving digital strategy.Describe the principle, core primary tasks that a person in this position performs daily1. Key contributor and SME for NMAC SFDC projects:--- Support and contribute to digitalization of customer touchpoints identified by leadership including but not limited to developing requirements for NMAC and IFS customer portal enhancements, creating internal documentation, and functionality testing. --- Support deployment of the NMAC and IFS mobile app enhancements and upgrades to align with web portal functionality.--- Cross-functionally integrate with Nissan Information Systems (IS) teams supporting SFDC and NMAC business departments utilizing SFDC functionality.--- Evaluate existing customer touchpoints and identify areas for SFDC improvement along with recommendations on specific SFDC enhancements.--- Monitor internal processes and procedures to ensure digital customer journey remains relevant and compliant.2. Key contributor to NMAC's ongoing Operational Effectiveness department improvements through technology innovation and support.--- Develop test cases based on business requirements to ensure successful implementation of new CRM application--- Develop framework to enable automated regression testing for agile development & deployment--- Conduct User Acceptance testing to ensure system functionality matches business requirements--- Work collaboratively with targeted business stakeholders and other upstream and downstream functional teams--- Perform user management, including optimization of roles, profiles, and permission sets--- Articulate streamlined solutions that leverage out of box functionality where possible, minimizing customization where possible--- Be involved with deployments and validation of Salesforce configuration and development changes--- Work with internal resources about updates per each Salesforce Release, identifying potential implications and highlighting new features that may be leveraged to better serve the business--- Proactively monitor the overall health of the system--- Be a principle CRM representative in the Agile Development process, including: o Development and documentation of user requirements o Providing input into feasibility assessments and potential solutions--- As necessary, serve as point person with third party developers working on the CRM system, documenting requirements, resolving roadblocks, etc--- Support ongoing integration meetings with NMAC business departments to identify technology needs and provide consultative support--- Partner with NMAC business departments to align systems output to current program and management direction--- Support and contribute to periodic system and ad hoc functionality releases including strategy, rules creation, data entry and functionality testing--- Support and contribute to quality assurance efforts post program release to ensure system and financial program alignment --- W2/ HOURLY PAY RATE: Open (based upon experience and qualifications)--- There is no "per diem" with this position--- There is no relocation budgeted for this position. If this position requires you to relocate you will be responsible for those costs. Important information:This position is recruited for by a remote Kelly office, not your local Kelly branch. To be considered for this position, you must apply now to submit your resumes. If you have questions about the position, you may contact the recruiter recruiting for this position by email. EMAIL: [Click Here to Email Your Resum--] Why Kelly--? As a worker today, it's up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find what's next is what we're all about. We know what's going on in the evolving world of work-just ask the nearly 500,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined. About Kelly-- At Kelly, we're always thinking about what's next and advising job seekers on new ways of working to reach their full potential. In fact, we're a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world. Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.--SDL2017

Keywords: Kelly Services, Irving , Technical Business Analyst (SalesForce Digital Platform), IT / Software / Systems , Irving, Texas