Lead IT CRM Analyst (Salesforce)

65 days ago
  • Location

    Milwaukee, Wisconsin, United States

  • Role

    Business Analyst

  • Contract

    Permanent

  • Salary

    n/a

Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics and medical, through its many brands and subsidiaries, including Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.
Job Overview
We have an exciting opportunity for a Lead IT CRM Analyst (Salesforce) to join our global IT team. This role could be based at our headquarters in Milwaukee, WI or Chicago, IL (near O’Hare). In this role you will perform business analysis tasks for the CRM program (over Salesforce.com platform) across Global Mining Business Division. The program will put in place effective CRM functions to better serve our internal Dealers, third party Distributors and external customers. This role is responsible for serving as the lead subject matter expert for all CRM functions in the cloud-computing ecosystem as well as the Heroku Platform.
Key Job Responsibilities

Performing business discovery of new business units and/or subsidiaries and gather their business requirements for CRM Sales Modules implementation. Build Business reports and actionable dashboards for business stakeholders to drive for a better sales forecasting and efficiencies

In partnership with business owners and product owners, develop an understanding of business operations, business processes and system requirements, providing Salesforce system expertise related to system configuration, data, integrations, security, and technology. Liaise with business stakeholders to transition business processes from external systems onto the CRM platform through business requirements discovery, process design and analysis. Ensure that the CRM development team understands and builds to the business requirements for all development requirements.

Lead requests for business application enhancements across projects and continuous improvement delivery through functional requirements specification, documentation, and business solutions in collaboration with technical team. Advocate and implement best practice development methodology to drive quality delivery of enterprise solutions.

Provide system solutions utilizing software development lifecycle (SLDC) principles and agile methodology across the Salesforce platform including Force.com, Sales Cloud, Salesforce CPQ, Heroku, and many integrated applications. Maintain on an ongoing basis, a comprehensive understanding of the cloud-computing ecosystem.

Identify and document system requirements relating to implementation and maintenance of Heroku Platform. Work closely with business stakeholders to document and define current business process and proposed solution. Collaborate with technical team and aid in design and understanding data flows and class diagrams

Create and maintain documentation for existing and new Salesforce / Heroku integrations. Work closely with business stakeholders, technical team and end users to define data integration mapping and requirements.

Define and implement best practices and recommendations for Heroku solutions. Work with the development support team on the timely resolution of support requests and aid in the performance of complex applications hosted in Heroku. Assist with administration, patching and upkeep of the Company’s Heroku environment

Identify, monitor and aid in troubleshooting data synchronization processes via Salesforce / Heroku connect. Stay up to date with new enhancements, best practices, and innovations with Heroku.

This role will be responsible for ongoing maintenance and implementation of Salesforce Communities. Work with key business stakeholders and technical teams to identify and design solutions that expand and optimize customer digital experience and functionality.

Actively lead the design, define solution components, develop unit tests, guide testing strategy and collaborate with end users and technical teams, ensuring quality through the design and development lifecycle of community portal. Provide support, documentation and training of community portal and work with development team for issue resolution and major enhancements.

Stay up to date with new enhancements, best practices, and innovations in the digital customer experience community.

Ensure that each region understands the data requirements for cutover and provide support with data collection and cleanup efforts needed for go live. Provide training on the current CRM functionality. If a business division requires functionality that is not currently available in the CRM org, manage the development of the identified requirements.

Qualifications/Requirements

Bachelor’s degree in IT or a related field -or- 3 years of Sales Focus and/or Regional Administration experience as a minimum.

3+ years of experience in Supervisory function and 3 years in working with CRM Platforms. Experience with Salesforce Experience Cloud and Heroku is preferred.

At least 3 years’ experience in Supervisory function and 3 years in working with CRM Platforms. Experience with Salesforce Experience Cloud and Heroku is preferred.

At least 2 years’ experience managing development projects on salesforce.com or other cloud-based CRM platforms

Project management, Quality and System Testing of web-based software preferred. Applications to mining equipment a definite plus.

Experience designing and conducting technical training and writing technical training documents

Excellent organizational, presentation, and communication skills.

Willing to travel.

Additional Information
Komatsu is an Equal Opportunity Workplace and an 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.

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