Salesforce Business Senior Analyst
City National Bank, Charlotte, North Carolina, United States, 28245
SALESFORCE BUSINESS SENIOR ANALYST
WHAT IS THE OPPORTUNITY?
The Salesforce Business Senior Analyst ensures that City National Bank's (CNB) mission-critical Salesforce CRM platform is optimally deployed, supported and adopted by the bank. The Salesforce Business Senior Analyst 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. 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. As the Salesforce platform rapidly evolves, this professional will help colleagues across the bank optimize their success with the platform through communications, training, and support services.
WHAT WILL YOU DO?
Support the existing Salesforce COE Agile process of prioritization of user stories across multiple business processes and stakeholders
Support CNB's Salesforce users by troubleshooting inquiries, logging & tracking issues and assisting in triaging situations
Understand & analyse 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
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
Perform and/or coordinate UAT testing; work with SFDC COE business and technical teams on defect remediation
Serve as a point of contact from the SFDC COE team for day-to-day support of the Salesforce platform users: answer questions; help with access and usage requests and needs; identify issues and work with the appropriate parties on remediation
Manage, maintain and improve knowledge base & training material accessible by support team and business users to minimize cases and avoid repeat issue escalation
Help to create and maintain custom reports and dashboards for various teams
Assist with putting processes into place to assure integrity of Service Cloud
Communicates project status and milestone completion to Manager and key business stakeholders
All other appropriate duties as required.
WHAT DO YOU NEED TO SUCCEED?
Required Qualifications *
Bachelor's Degree or equivalent
Minimum of 6 years experience in a technical support and/or customer service role
Minimum of 4 years business/data analytics experience
Minimum of 3 years experience in a technical or business Salesforce-related role or Salesforce Certification
Additional Qualifications
Salesforce Certified Administrator Certification
WHAT'S IN IT FOR YOU?
Compensation Starting base salary: $92,114 - $156,880 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
Benefits and Perks
At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:
Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
Generous 401(k) company matching contribution
Career Development through Tuition Reimbursement and other internal upskilling and training resources
Valued Time Away benefits including vacation, sick and volunteer time
Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
Career Mobility support from a dedicated recruitment team
Colleague Resource Groups to support networking and community engagement
Get a more detailed look at our https://careers.cnb.com/benefits.
ABOUT US
Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at https://www.cnb.com/about-us.html.
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.
Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.
WHAT IS THE OPPORTUNITY?
The Salesforce Business Senior Analyst ensures that City National Bank's (CNB) mission-critical Salesforce CRM platform is optimally deployed, supported and adopted by the bank. The Salesforce Business Senior Analyst 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. 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. As the Salesforce platform rapidly evolves, this professional will help colleagues across the bank optimize their success with the platform through communications, training, and support services.
WHAT WILL YOU DO?
Support the existing Salesforce COE Agile process of prioritization of user stories across multiple business processes and stakeholders
Support CNB's Salesforce users by troubleshooting inquiries, logging & tracking issues and assisting in triaging situations
Understand & analyse 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
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
Perform and/or coordinate UAT testing; work with SFDC COE business and technical teams on defect remediation
Serve as a point of contact from the SFDC COE team for day-to-day support of the Salesforce platform users: answer questions; help with access and usage requests and needs; identify issues and work with the appropriate parties on remediation
Manage, maintain and improve knowledge base & training material accessible by support team and business users to minimize cases and avoid repeat issue escalation
Help to create and maintain custom reports and dashboards for various teams
Assist with putting processes into place to assure integrity of Service Cloud
Communicates project status and milestone completion to Manager and key business stakeholders
All other appropriate duties as required.
WHAT DO YOU NEED TO SUCCEED?
Required Qualifications *
Bachelor's Degree or equivalent
Minimum of 6 years experience in a technical support and/or customer service role
Minimum of 4 years business/data analytics experience
Minimum of 3 years experience in a technical or business Salesforce-related role or Salesforce Certification
Additional Qualifications
Salesforce Certified Administrator Certification
WHAT'S IN IT FOR YOU?
Compensation Starting base salary: $92,114 - $156,880 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
Benefits and Perks
At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:
Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
Generous 401(k) company matching contribution
Career Development through Tuition Reimbursement and other internal upskilling and training resources
Valued Time Away benefits including vacation, sick and volunteer time
Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
Career Mobility support from a dedicated recruitment team
Colleague Resource Groups to support networking and community engagement
Get a more detailed look at our https://careers.cnb.com/benefits.
ABOUT US
Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at https://www.cnb.com/about-us.html.
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.
Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.