Position Details: Senior Business Systems Analyst (ServiceMax / SalesForce)

Location: Sunnyvale, California
Openings: 1
Salary Range:
Job Type: Full Time

Description:

Sr. Business System Analyst – (Servicemax/Salesforce)

Summary

Reporting up to Sr. Manager CRM Solution Center,  the Business System Analyst (BSA) will be responsible for serving as the primary BSA to the Field Service organization and be the subject matter expert (SME) for the CRM Servicemax Field Service Management (FSM) systems.

This position has a significant impact ensuring that mission-critical services and applications for Field Service and Support organizations are provided in a timely and efficient manner. The BSA will have strong business acumen and command of our business processes and develop creative technology and systems solutions to meet critical business requirements. The BSA will serve as the primary liaison to the Field Service business leadership and provides a single point of contact for collecting demand for IT services, end‑user support and training for the Servicemax FSM system

Responsibilities:

  • Collaborate with the business analysts and business contacts to review and analyze requirements and create functional specifications in a fast-paced global environment
  • Lead the implementation of technologies and ongoing enhancements to meet global business needs, including:
    • Identification of user requirements globally
    • Understand the "as is" environment and provide functional expertise and knowledge of the existing business practices
    • Act as the transforming agent to identify process improvement opportunities within the new Servicemax software application
    • Act as liaison between users and the project team, and act as a mentor and liaison to other stakeholders and users within the Field Service team
    • Reconciliation of user requirements to the new system capabilities
    • Work with users to develop necessary processes or procedural changes to accommodate the software application as needed
    • Work with users to foster active participation in project and ownership of the new system
  • Act on behalf of Client`s when dealing with strategic vendors in negotiations, management and in the development of ongoing relationships
  • Maintain awareness of the rapidly changing technology environment and how new technologies can positively impact Field Service organization
  • Provide thought leadership and innovation cross organizationally
  • Identify process challenges and implement appropriate corrections or enhancements with associated training of the teams
  • Development and scheduling of training sessions either onsite or remotely via the web for initial and ongoing updates
  • Conduct solution testing and assist with user acceptance testing for implementation and enhancements
  • Work with users and management team to develop dashboards and reports to help Field Service team run their business
  • Facilitate coordination of Servicemax data and business processes with existing ERP, Sales, and Marketing ecosystem data to enhance reporting capabilities

Qualifications:

a. Required

  • BS Degree in business or technology-related field
  • 5+ years of experience on a technology team with deep knowledge of Servicemax and other CRM systems preferable on SalesForce.com platform
  • Solid understanding of Field Service business and information technology processes
  • Extensive hands-on administration and configuration of Servicemax FSM, Electronic Forms, CTI and Survey software desired
  • Working knowledge of Field Service processes and transactions in a global organization is required
  • Ability to configure standard and custom objects, rules, profiles, record types, etc.
  • Ability to lead and manage change through process development and improvement          
  • Excellent business systems analysis, solution architecting, and project management skills
  • Ability to keep deadlines and demonstrate a strong commitment to internal customers
  • Strong communication and influencing skills. Must be able to communicate and work with all levels of management
  • Demonstrated ability to work in a high intensity, multi-task environment
  • Strong analytic skills with the ability to troubleshoot complex systems issues and proficiency in reporting and associated tools
  • Exceptionally collaborative, flexible and adaptable when working with customers and various teams in IT

b. Preferred or desired

  • Experience with APEX/Visualforce
  • Experience with Integration/ETL tools and calls centers

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