Pearson Senior Salesforce Service Cloud Business Analyst in Morrisville, North Carolina

Senior Salesforce Service Cloud Business Analyst

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

Responsibilities

This role resides in Pearson’s global Center of Excellence for CRM. The CoE covers all regions and all lines of business across the corporation. The CRM Business Analyst - Service will report to the Product Manager of Service Cloud and focus on Service, Support and Communities portions of Pearson’s global processes, which are exclusively deployed on Salesforce.com Service Cloud.

In this role, the person will be required to:

  • Interact with business users--across all levels of the organization

  • Work with clients, business partners and technology partners to identify, define, interpret and clarify scope of problems/issues in terms of business and/or system requirements and processes

  • Document and maintain operational processes

  • Gather requirements, including building a robust catalog with acceptance criteria and prioritization

  • Facilitate requirement gathering meetings, communicate complex business needs into clear, actionable systems requirements, researches and evaluates alternative solutions.

  • Evaluates design of existing systems to judge their functionality, effectiveness, reliability, performance, usage, maintainability and cost of ownership.

  • Demonstrate understand technical details and solutions

  • Articulate data requirements and data quality standards

  • Collaborates with other analysts and project contributors to create comprehensive and cohesive solution approaches.

  • Solve complex problems and develop innovative solutions related to the Salesforce CRM platform while driving for OOTB solutions and articulate pros/cons of customizations

  • Deliver optimal and scalable solutions with best practice

  • Support all testing, unit through UAT

Qualifications

Required

  • Bachelor's Degree

  • Certified Salesforce.com Business Analyst

  • At least 4 year experience in SFDC

  • At least 4 years experience in business process and/or requirements gathering

  • Experience with SFDC Service Console, SFDC Communities, SFDC Case Management, SFDC Knowledge Management

  • Experience with customer data and entitlements

  • Experience working in complex, enterprise, global Salesforce.com implementations

  • Experience working in a business process team and coordinating process efforts

  • Experience with telephony deployment in a CRM context

  • Ability to perform efficiently within a high pressure, fast-paced environment.

  • Enterprise business solutioning experience for large corporations

  • Willingness to travel

Preferred

  • Six-sigma certifications and/or experience

  • Experience with identity and access management

  • Experience with robust product offerings

  • Experience with JIRA and Agile methodology

  • Previous work in customer service

  • Education or Publishing industry experience

#LI-LL

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-NC-Morrisville

Work Locations: US-NC-Morrisville-2250 Perimeter Park 2250 Perimeter Park Drive Suite 140 Morrisville 27560

Job: Technology

Organization: Technology & Operations

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: May 18, 2018

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1806703

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.