Lead Salesforce Business Analyst
City National Bank, Los Angeles, CA, United States
LEAD SALESFORCE BUSINESS ANALYST
WHY JOIN US?
City National Bank is seeking a Lead Salesforce Business Analyst to enhance and support our Salesforce CRM platform. In this pivotal role, you will partner with business users to gather and design business requirements, transforming them into actionable user stories and processes that address key business challenges. Your collaboration with both business and technical stakeholders will ensure the delivery of efficient, high-quality solutions while promoting the adoption of new Salesforce features across the organization. As the Salesforce ecosystem evolves, you will empower your colleagues through training and support services.
YOUR ROLE WILL INCLUDE:
Facilitating and enhancing the Salesforce COE Agile process to prioritize user stories from diverse business areas.
Providing exceptional support to CNB's Salesforce users by troubleshooting inquiries, documenting issues, and triaging requests in a timely manner.
Analyzing business requirements to assess their cross-functional impact on configuration, processes, workflows, and reporting while incorporating insights into user support.
Designing and implementing a comprehensive support model, including self-service resources, to align with the SFDC COE roadmap.
Offering continuous support for Salesforce evolution; serving as a Subject Matter Expert on projects to ensure alignment with CNB's Salesforce strategy.
Coordinating UAT testing and collaborating with SFDC COE teams on defect resolution.
Being the primary contact for day-to-day Salesforce user support, addressing questions, managing access, and resolving issues promptly.
Creating and refining training materials and knowledge base resources for the support team and business users to minimize case volume and recurring issues.
Developing custom reports and dashboards tailored for various teams to enhance data visibility.
Implementing processes to maintain the integrity of the Service Cloud.
Communicating project updates and milestones to management and key stakeholders.
Performing any additional relevant duties as required.
REQUIREMENTS FOR SUCCESS: Essential Qualifications: Bachelor's Degree or equivalent experience.
At least 6 years in a technical support or customer service role.
Minimum of 4 years in business/data analytics.
At least 3 years in a Salesforce-related position or relevant Salesforce Certification.
Preferred Qualifications: Salesforce Certified Administrator Certification is highly desirable.
WHAT CAN YOU EXPECT? Compensation
Starting salary range: $92,114 - $156,880 per year. Actual compensation may vary based on skills, experience, and location. Eligible for bonuses and/or commissions. Benefits and Perks Comprehensive healthcare coverage, including Medical, Dental, and Vision, starting the first of the month after your hire date.
Generous 401(k) matching contributions.
Career Development through Tuition Reimbursement and various training resources.
Generous Time Away benefits, including vacation, sick leave, and volunteer days.
Health and family planning benefits including fertility assistance and support for chronic conditions.
Career Mobility assistance through a dedicated recruitment team.
Colleague Resource Groups to enhance networking and community engagement.
ABOUT US City National Bank has a long-standing tradition of exceeding client expectations and supporting our communities. Founded in 1954 by entrepreneurs for entrepreneurs, we continue to uphold our commitment to integrity, exceptional client relationships, and community engagement. City National is a subsidiary of Royal Bank of Canada, one of North America's premier financial services companies. Discover more about our dynamic corporate culture. DIVERSITY AND INCLUSION STATEMENT City National Bank is committed to fostering an inclusive environment where diversity is celebrated. We are an equal opportunity employer, and all qualified candidates will receive consideration for employment, regardless of race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. Note: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment. Violators may face criminal penalties and civil liability. *To be considered for this position, you must meet the basic qualifications. Applications are accepted ongoing until filled. Unless indicated otherwise, reporting to a designated City National location is essential for this role.
Providing exceptional support to CNB's Salesforce users by troubleshooting inquiries, documenting issues, and triaging requests in a timely manner.
Analyzing business requirements to assess their cross-functional impact on configuration, processes, workflows, and reporting while incorporating insights into user support.
Designing and implementing a comprehensive support model, including self-service resources, to align with the SFDC COE roadmap.
Offering continuous support for Salesforce evolution; serving as a Subject Matter Expert on projects to ensure alignment with CNB's Salesforce strategy.
Coordinating UAT testing and collaborating with SFDC COE teams on defect resolution.
Being the primary contact for day-to-day Salesforce user support, addressing questions, managing access, and resolving issues promptly.
Creating and refining training materials and knowledge base resources for the support team and business users to minimize case volume and recurring issues.
Developing custom reports and dashboards tailored for various teams to enhance data visibility.
Implementing processes to maintain the integrity of the Service Cloud.
Communicating project updates and milestones to management and key stakeholders.
Performing any additional relevant duties as required.
REQUIREMENTS FOR SUCCESS: Essential Qualifications: Bachelor's Degree or equivalent experience.
At least 6 years in a technical support or customer service role.
Minimum of 4 years in business/data analytics.
At least 3 years in a Salesforce-related position or relevant Salesforce Certification.
Preferred Qualifications: Salesforce Certified Administrator Certification is highly desirable.
WHAT CAN YOU EXPECT? Compensation
Starting salary range: $92,114 - $156,880 per year. Actual compensation may vary based on skills, experience, and location. Eligible for bonuses and/or commissions. Benefits and Perks Comprehensive healthcare coverage, including Medical, Dental, and Vision, starting the first of the month after your hire date.
Generous 401(k) matching contributions.
Career Development through Tuition Reimbursement and various training resources.
Generous Time Away benefits, including vacation, sick leave, and volunteer days.
Health and family planning benefits including fertility assistance and support for chronic conditions.
Career Mobility assistance through a dedicated recruitment team.
Colleague Resource Groups to enhance networking and community engagement.
ABOUT US City National Bank has a long-standing tradition of exceeding client expectations and supporting our communities. Founded in 1954 by entrepreneurs for entrepreneurs, we continue to uphold our commitment to integrity, exceptional client relationships, and community engagement. City National is a subsidiary of Royal Bank of Canada, one of North America's premier financial services companies. Discover more about our dynamic corporate culture. DIVERSITY AND INCLUSION STATEMENT City National Bank is committed to fostering an inclusive environment where diversity is celebrated. We are an equal opportunity employer, and all qualified candidates will receive consideration for employment, regardless of race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. Note: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment. Violators may face criminal penalties and civil liability. *To be considered for this position, you must meet the basic qualifications. Applications are accepted ongoing until filled. Unless indicated otherwise, reporting to a designated City National location is essential for this role.