This is an exciting opportunity for an experienced Sr. Business Systems Analyst to join our Customer Relationship Management (CRM) implementation team. Working with the CRM, and Call Center Operations teams, you will continually evolve our Salesforce.com implementation to best meet the processing requirements of our multiple Call Centers. Reporting directly to the Sr. CRM Systems Director, the successful candidate will be a key member of a team focused on total customer satisfaction in a fast-paced environment. 

We are looking for candidates that have experience partnering with Call Center Operations resources to refine requirements, recommend solution design, and manage projects from backlog through delivery. Projects vary from longer duration, complex initiatives through must-have quick wins for our stakeholders. Experience with analysis, design, and project life cycle management with Salesforce.com Service Cloud is highly desirable. Whether you are performing business analysis, process analysis, data modeling, solutions definition, use case definition, testing, troubleshooting or project management, your contributions will matter.

Responsibilities Include:

• Effective collaboration with business stakeholders and technical developers
• Capture and distill business requirements. Write use cases.
• Participate in design discussions and tradeoffs.
• Develop and manage project plans and status reports. Manage delivery dates, risks, issues, and mitigation strategies.
• Write test plans. Participate in quality assurance activities as necessary.
• Manage expectations across business and technical stakeholder constituencies.
• Stay current with Salesforce.com product functionality. Apply this knowledge; guiding solution design and providing direction to stakeholders to ensure Salesforce.com capabilities are fully leveraged

Requirements:

• 2 - 4 years of experience analyzing, solutioning, and delivering Enterprise level projects on the Salesforce.com platform. Apply Agile methodology to coordinate an iterative cadence of deliverables that unlock value for business users.
• Strong interpersonal, communication and negotiation skills. Comfortable managing scope creep, priority resetting, and resource allocation.
• Proven experience in synthesizing priority business requirements into written Use Cases and test plans.
• Detail and process oriented.
• Creative problem solving skills.
• Understanding of the Call Center domain area is important to be successful in this role.
• Experience working with the Salesforce.com Cases and a working knowledge of Salesforce.com integration with telephony systems is a plus.

Additional Skills:

• Previous experience, or the aptitude to rapidly learn, Salesforce.com administration and configuration skills. com certification(s) a plus.
• Quickly acquire an understanding of Endurance’s Call Center strategies, including customer service across phone/chat/email/social channels, knowledge management, and case deflection. Keep pace with ongoing changes.
• PMP (Project Management Professional) designation a plus.
• When needed, be directly involved in hands-on Salesforce configuration and/or acceptance testing as part of delivering projects in desired timeframes.