System Business Analyst, Salesforce

The Servicing Technology team focuses on Designing, Developing, Implementing, and Maintaining our Case Management System (CMS). CMS is the foundation for all omni-channel interactions, meant to enable outstanding servicing for our Customer Service Associates and our diverse network of Affirm Customers and Merchants across the Globe.

The Salesforce Business Analyst is a key member of our CRM Applications team. In addition to being responsible for business analyses, the BA will work directly with the project team and clients gathering requirements to analyze, design and/or implement technology best practice business changes. As a Systems Business Analyst, you will work with senior members of the team, such as the CRM Architect, ensuring the successful delivery of Salesforce.com implementation. We are looking for someone with solid functional and/or industry knowledge, as well as Salesforce products, specifically Service Cloud.

What You'll Do

• Work with internal partners to gather business and functional requirements, by scoping, defining, and prioritizing requirements.
• Mapping functional requirements to Salesforce.com features and functionality.
• Understand and document requirements for configuring, testing and launching our CRM solution.
• Understand CRM requirements and Identify product requirements for future enhancements.
• Critically evaluate information gathered from various sources, reconcile inconsistency and break down high-level information into details.
• Work with Architects and Developers to transform new requirements into Salesforce.com design and implementation.
• Develop, maintain and perform processes to continuously monitor data quality and integrity in platform applications with Salesforce Administrator and functional managers
• Create training materials and documentation for Salesforce.com users and help train new end users on Salesforce.com and related applications.
• Supports testing cycles (UAT, regression, system) and/or Training/Training Materials.
• Supports PM with project updates, scheduling, etc.
• Maintain and coordinate communication with cross functional partners throughout each project.

What We Look For

• 2+ years of Business Analysis and Salesforce administrator or Salesforce App Builder experience.
• Demonstrable experience implementing CRM solutions from start to finish, including the creation of business requirements and other formal documentation.
• Demonstrated ability to understand and articulate complex requirements, and successfully drive projects to completion.
• Previous experience working in a SCRUM or agile environment is preferred.

Location - Remote U.S.

The majority of our roles can be located anywhere in the U.S. (exclusive of the U.S. Territories) and Canada (with the exception of Quebec).