Wolters Kluwer Phoenix, AZ 85067
Wolters Kluwer is a global leader in professional information services. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance and healthcare rely on Wolters Kluwer's market leading information-enabled tools and software solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world.
The Senior Business Systems Analyst – Salesforce for Wolters Kluwer (WK) CT Corporation plays an integral role supporting Salesforce enhancements, operational efficiencies, and systems improvements. As a representative of the Business Enablement team, the Senior Business Systems Analyst – Salesforce works closely with cross-functional stakeholders in Service, Sales Marketing, Product, Finance, Legal, and IT to map business processes, gather and validate business needs, and translate business needs into functional Salesforce requirements.
**Identifies and elicits Salesforce requirements by interviewing customers, analyzing applications, configuration, code, and operational processes**
+ Evaluates existing systems and designs proposed systems.
+ Works with internal customers to gather, document and confirm requirements.
+ Recommends solutions by defining functional capabilities and the proposed future state
+ Documents system configuration and administrative processes
+ Identifies needs and assists in establishing process improvement initiatives by identifying strategic issues
+ Works with leadership on workflow solutions and efficiencies geared at improving team performance
+ Researches processing and efficiency requirements for existing and new products (e.g., observation, data analysis, reporting, pilot testing)
+ Determines the implementation of new operations processes (e.g., cost/benefit analysis)
+ Reports and presents recommendations
**Supports new and existing Salesforce user base with questions and issues in core Salesforce modules – Sales, Service, CPQ, Marketing, etc.**
+ Works with leadership to enhance processes and controls
+ Coordinates efforts to ensure consistency in workflow and processes
+ Develops standard operating procedures; and actively contributing to the creation of new or revised guidelines and procedures.
+ Maintain current knowledge of Salesforce releases, features and best practices. Makes recommendations to management regarding implementations as appropriate.
+ Learn and maintain in-depth knowledge of internal systems and processes, including an expert knowledge of Salesforce.com.
+ Must demonstrate and articulate the value and benefit of CT’s service offerings to internal teams and customers and ensures understanding of, and compliance with, organizational goals, vision, and mission. Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives; communicating in a professional, compelling, and articulate manner of speech, writing and formal presentation; behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity and professionalism.
**Participates in Development Lifecycle, including Deployment and Change Management activities**
+ Works with leadership to ensure success of new initiatives and roll-outs
+ Implements new processes, tools and procedures to increase productivity, quality and customer satisfaction
+ Identifies and documents recurring problems or defects
+ Identifies high risk issues and trends and reviews with leadership
+ Prepares users by conducting training; providing information; resolving problems. Develop and maintain training materials and training curriculum. Maintain, prioritize and report on user request backlog.
+ Provides expertise for projects by participating in the formation of project teams; attending and engaging in weekly calls; completing and reporting on project tasks; helping to identify and mitigate risks, issues and scope creep; resolving/escalating issues that could impact objectives or goals; and assisting in final reports/presentations preparation.
+ Assists in analyzing and reporting on department metrics by identifying measurements and strategies for evaluating success; tracking key performance indicators; developing testing strategies; collecting and assessing the relevance and quality of system updates; verifying system integrity; correcting or normalizing information for decision-making; evaluating data and preparing reports; presenting findings to business stakeholders; and recommending improvements to existing reporting metrics and formats.
+ Assist end users with Salesforce.com user setup, configuration, and troubleshooting, based on Salesforce and industry best-practices.
+ Handle intake, review and coordination of new incoming requests.
+ Handle independently with minimal guidance the ongoing administration of applications and interfaces from Salesforce.com to existing applications and data sources.
+ Perform basic and advanced administrative functions for Salesforce.com application by executing large data imports or exports.
+ Facilitate the procurement and analysis of data derived from Salesforce.com by assisting users in Sales, Marketing, Service and Support with report and dashboard design and management.
+ Develops and maintains a comprehensive understanding of the full line of CT products and systems including services features, benefits, intended use, value proposition and competitive position.
+ Engages in self-directed learning; studying product, technical, or executive information provided
+ Maintains a comprehensive knowledge of industry standards, trends, methodologies, processes, and best practices
+ Establishing and maintaining competence in all current and planned versions of products and services
+ Troubleshooting, and issue resolution;
+ Learning about the various service offerings available
+ Learning the standard technical project plan and process
+ Understanding the use of industry tools and technology and their impact on project goals.
+ Manages time and company resources appropriately.
+ Performs other duties as requested by the Salesforce Platform Owner.
+ Bachelor's degree from an accredited college/university or equivalent work experience
+ A minimum of four years of business analyst, consulting, operations, sales, product development and/or other related experience
+ A minimum of two years of Salesforce.com administration or analyst experience; experience with Lightning, Service Cloud, Communities, and Salesforce CPQ, Billing preferred
+ Salesforce.com certification(s)
**Other Knowledge, Skills, Abilities or Certifications:**
+ Strong analytical and problem-solving skills
+ Maintain an expert knowledge of Salesforce.com including design and integration scenarios
+ Keep current with system advances, technologies and best practices
+ Leverage the capabilities of the Salesforce.com platform in order to extend the Salesforce application to multiple facets within the business
+ Enhance the end-user experience
+ Learn how Salesforce.com fits into standard processes and contributes to business performance
+ Leverage other back-office systems and their integration with Salesforce.com
+ Collaborate with peers and management to continuously improve the platform
+ Agile/SCRUM project methodology experience
+ Strong project management, organizational, communications, time management and multi-tasking skills
+ Proficient with Microsoft Office Suite applications including Word, Excel, PowerPoint, Visio and Outlook; Access experience preferred
+ Communicate in a professional, compelling, and articulate manner of speech, writing and formal presentation
+ Develop professional and positive relationships with customers and colleagues
+ Domestic travel less than 20% of work time.
+ Ability to travel independently.
+ Ability to travel by air
**LOCAL REGULATIONS AS NEEDED**
Normal office environment.
**Physical Demands (United States)**
(Include statements that indicate manual dexterity, physical effort, working conditions or exposure to hazards required by the job. Otherwise indicate “Normal office environment.” If desired, a more detailed ADA form can be included.)
EQUAL EMPLOYMENT OPPORTUNITY
Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.