Salesforce Business Analyst

Full JD:

Position Description

PPG is embarking on a multi-year transformation from our existing CRM Solution to Salesforce.com. To support this transformation, we are building a team to support our Industrial Segment businesses.

The Senior CRM Business Analyst will lead the implementation and ongoing support of Salesforce.com within PPG's Industrial Segment businesses. The successful candidate will be responsible for overseeing a small team of IT CRM analysts. This role is pivotal in driving business process improvements and ensuring that the Salesforce solution effectively meets organizational goals. The ideal candidate will possess extensive experience in Salesforce implementations, strong leadership skills, and a proven track record of managing cross-functional teams.

Key Responsibilities

• Manage and mentor a team of IT CRM analysts, providing guidance and support throughout the project lifecycle.
• Lead the requirements gathering process by collaborating with stakeholders to define and document business needs for Salesforce.com implementation.
• Develop comprehensive business requirements, user stories, and process maps to guide the development and implementation teams.
• Analyze and optimize existing business processes, identifying opportunities for enhancement through Salesforce solutions.
• Facilitate workshops and meetings to elicit requirements, validate solutions, and ensure stakeholder alignment.
• Oversee the configuration and customization of Salesforce.com, ensuring it meets business requirements and industry best practices.
• Develop Acceptance test Cases, Conduct user acceptance testing (UAT) and coordinate end-user training sessions to ensure successful adoption of the system.
• Monitor project progress, manage risks, and provide regular updates to senior management and stakeholders.
• Develop and maintain documentation related to business processes, system configurations, and user guides.
• Serve as the primary escalation point for resolving issues related to Salesforce implementation and enhancements, supporting commercial excellence and cross-functional teams.

Qualifications

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• 7+ years of experience as a Business Analyst, preferably in CRM implementations.
• Experience with Agile methodologies and project management tools.
• Proven experience in leading and managing teams, with strong leadership and mentoring skills.
• In-depth knowledge of Salesforce.com features, functionalities, and best practices.

Skills

• A thorough understanding of IT concepts, terminology and practical application of current and emerging technologies.
• Extensive analytical abilities and technical skills to evaluate alternative approaches and to recommend the most feasible and economical solutions.
• Ability to interact with, present to, and influence our senior business leaders
• Expertise with CRM systems and business process modeling.
• Demonstrated strong ability to lead and effectively participate in teams.
• Strong verbal and written communication skills, with an ability to express complex technical concepts in audience appropriate terms.
• Experience in personnel supervision
• Demonstrated ability to mobilize resources and develop others
• Proficiency in data analysis and reporting tools, as well as project management software.

Work Environment

• This position is based in our corporate headquarters in Pittsburgh, PA with a hybrid work option available. The role may require occasional travel for stakeholder meetings and training sessions.