Lead Salesforce Business Analysis

The Salesforce Business Analyst Lead serves in a dual capacity. This person will work with business users to gather and define business requirements; translate the requirements into user stories, process changes and work flows to solve business problems and will also support & lead the Agile process for the Salesforce COE.The role will work with the SFDC COE business and technical teams and other stakeholders to ensure delivery of high quality solutions to meet business needs, including ongoing support of the introduction of new features and capabilities.This role will lead a small team of junior business analysts, ensuring that daily, weekly and monthly activities and deadlines are met by the team. The role will provide regular updates to the Salesforce Cloud Lead, including status updates on team projects, initiatives and day-to-day activities.

Marketing Product and Digital Division
As a member of our Marketing, Product and Digital team, you will have an exceptional opportunity to help grow your career while driving change across many facets of the business. The team is passionately focused on building our brand, supporting banking products and finding innovative ways to engage and retain clients.

• Support the existing Salesforce COE Agile process of prioritization of user stories across multiple business processes and stakeholders
• Understand cross-functional impacts of business requirements to configuration, process, workflow and reporting, and incorporate into user support interactions
• Help design and execute a broader support model, inclusive of self-service materials/capabilities, in coordination with the SFDC COE roadmap
• Perform and / or coordinate UAT testing; work with SFDC COE business and technical teams on defect remediation
• Support CNB’s Salesforce users by troubleshooting inquiries, logging & tracking issues and assisting in triaging situations
• Ensure the delivery of knowledgebase and training materials for associated Salesforce SOP and support processes
• Help to create and maintain custom reports and dashboards for various teams
• Provide on-going support for Salesforce evolution; participate in projects as a Subject Matter Expert, to drive product roadmap successfully forward and ensure alignment with CNB’s overall Salesforce strategy
• Assist with putting processes into place to assure integrity of Service Cloud
• Communicates project status and milestone completion to Manager and key business stakeholders
• Assists manager with creating quarterly assessment of Service Cloud usage and summary of developed enhancements
• Assists manager with defining the change management / user adoption strategy and metrics
• Lead a small team of Business Analysts - Motivate team to continuously deliver, improve and increase work velocity
• Work with the manager to facilitate user story development and delivery
• Management, and User Engagement through an Agile model

Must-Have*

• Bachelor's Degree or equivalent
• Minimum of 7+ years experience in a technical support and/or customer service role
• Minimum of 5 years business/data analytics experience
• Minimum of 5 years experience in a technical or business Salesforce-related role or Salesforce Certification
• Minimum of 3 years experience coordinating resources (projects/ processes/ people)

Skills and Knowledge

• Salesforce Certified Administrator Certification

Starting base salary: $101,231 - $172,355 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

• To be considered for this position you must meet at least these basic qualifications

The preceding job description 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.

At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues. Get an inside look at our Benefits and Perks.

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.

We start with a basic premise: Business is personal. Since day one we've always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies.