Business Analyst

Location: Hermanus, Western Cape

Reports to: Business Lead

Contract position for 12 months.

The Role: The Business & System Analyst is a subject matter specialist and a Salesforce Certified Administrator of the Information & Communications Technology (ICT) team reporting to the Business Lead. This role focuses on understanding and interpreting business needs to ensure that developed systems and software meet these requirements. The analyst will leverage in-depth knowledge of Salesforce implementation and actively contribute to outcomes by configuring solutions without requiring code.

A Salesforce Certified Administrator is a skilled professional who plays a vital role to solve business issues by customising the CRM Salesforce platform by building, automating, and configuring technology solutions.

This is a diverse role, requiring a broad mix of technical and soft skills that works closely with internal stakeholders, business improvement and users within a fast-growing environment to ensure core systems are built for scale and delivery of key insights by clearly defining the system requirements.

A Salesforce Certified Administrator is also the one who resolves support tickets, gathers requirements from users and stakeholders, supports team members, provides training where necessary, and ensures the Salesforce databases are customized and maintained together with the Salesforce Developer.

The role significantly enhances the organisational growth and efficiency of business unit.

Key Requirements: It is recommended that the candidate possess any combination of the following:

• Tertiary qualification (e.g Degree and/ or Post Graduate degree).
• Qualification in Salesforce Administration and/ or business analysis (e.g. certificate or diploma).
• Business analysis experience, preferably in the financial services industry is not required, but will be advantageous.
• Experience in information systems (IS) and project management training is not required but will be advantageous.
• Sound judgement with well-developed conceptual, analytical and problem-solving skills.
• Ability to manage and influence change and to provide practical guidance on implementation of new requirements/initiatives.
• Demonstrated inclusive, collaborative and engaging approach; including the ability to consult, facilitate, negotiate and influence with a broad range of people at all levels and the ability to overcome resistance.
• Demonstrated ability to apply well developed analysis and research skills to solve complex problems and/or deliver innovative solutions.
• Proven organisational skills including the ability to prioritise work to ensure deadlines are consistently achieved.
• Demonstrated ability to analyse and categorise data and provide information on trends and business impacts.
• Proven ability to build a rapport with stakeholders at all levels across the business.
• High degree of initiative, motivation and resilience.
• Demonstrated experience in outbound engagement within a high-volume customer service environment.
• Proven ability to be self-motivated and work autonomously, while also working successfully within a team.
• Strong attention to detail and follows through.
• Highly developed communication skills, including the ability to effectively communicate and negotiate in writing and verbally with business and technical personnel.
• Demonstrated solid skills in stakeholder management and developing trusted and enduring relationships with business customers.
• Demonstrated ability to distil complex issues into succinct and easily understood language that convey key messages successfully at all levels of the organisation.
• Excellent collaboration skills with proven experience in drawing together multiple parts of a business to deliver a cohesive outcome.
• Proven ability to take direction, work independently under pressure, handle competing priorities, meet deadlines that are externally imposed, overcome barriers and manage activities through to completion.
• Sophisticated communications skills, both verbal and written (English & Afrikaans) with excellent grammar and spelling. The ability to write clearly, courteously and professionally as well as heightened e-mail etiquette.
• Strong interpersonal skills coupled within a resilient yet enthusiastic life disposition, including the ability to remain calm in dynamic situations and project with sunny poise and aura.
• Organising, facilitating and co-facilitating workshops to extract business requirements and define new or improved business processes.

Key Responsibilities: Analysis:

• Analyse and plan goal driven business requirements.
• Provide data-driven insights to support business decisions.
• Participate in grooming sessions with business users to define Acceptance Criteria.
• Participate in planning sessions to ensure goal driven configuration to provide an optimal solution.
• Facilitate configuration and development by providing business context and detailed requirements on request, answering questions from developers.
• Manage and present backlog for prioritisation to business owner.
• Data visualisation using Lucidchart.

Testing:

• Sandbox environment testing of full solution.
• Keep track of bugs logged, status of resolution and retest success.

Training:

• Train super-users and end-users in efficient utilisation of information system.
• Provide continuous CRM support to end-users.

Development: • Salesforce configuration changes, including (but not limited to): Flow, assignment rules, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards and reports. System Management/Health:

• All aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules.
• Monitor and work towards fully resolving any system/flow errors and resolve immediately to prevent business delay.
• Check specific report(s) to ensure process health and resolve immediately to prevent business delay.

System Support/Administration:

• Daily administrative duties.
• Salesforce technical user support across all business units.

Compliance:

• Comply with all company standard operating procedures (SOPs), policies, guidelines and procedures.
• Comply with all regulatory rules including but not limited to FSCA, FAIS and SARB (where relevant and applicable).

Key Performance Indicator’s (KPI’S): Proficiency in this role may be measured using some or all the stated KPI’s; but, also not limited or restricted to those indicated in below table.

• Quality of grooming requirements (Acceptance Criteria) - To ensure efficient configuration and development of System functionality - No rework caused by unclear requirements.
• Quality of testing done - To ensure new functionality is fully operational and facilitate enhanced business operations - No bugs logged after deployment.
• Quality of training done - To ensure team members and users are using the Information Systems as designed to business processes followed - Regular feedback from business users transitioning and health checks to facilitate efficient business processes.
• Deliver technical user support to business - To ensure queries and issues are resolved in a timeous matter for business to continue with the customer and prevent business delay - @helps resolved within 24 business hours and critical items resolved urgently.
• Quality of Flow enhancements or new requirements to business - Flow Builder is a major component to the service delivery of the company and require efficient and accurate processes - Flow Builder maintenance and new development signed off by Business.
• Quality of Salesforce configuration and development - Deliver high quality work with minimal testing errors - To ensure best practice is always followed, and best possible solution developed.

Key Relationships: Internal and external relationships; level of interaction and purpose. Internal (Primary):

• Team Head, Chief Operating Officer (COO) – to seek advice, direction and guidance on delivery of successful business outcomes.
• Information & Communications Technology (ICT) Team Members – interact and communicate to ensure successful delivery of project/program outcomes.
• Business Users – to provide user support and assistance.
• Business Leaders – to provide data and reporting support, enabling fact-based decision making.

Internal (Secondary): • Risk and Compliance – to consult and seek advice on financial / business risks, controls, mitigating actions and response. External:

• Salesforce system integrators (Salesforce.com).
• Technical resources from external companies.

Core Competencies: We have identified the competencies that are required to be successful. The following competencies help define how we fulfil our role:

• Managing relationships - Works to build and maintain warm, friendly and constructive relationships with colleagues and business partners; is responsive to the needs, feelings and opinions of others.
• Ability to plan and organize - Able to prioritize and plan multiple tasks and yet be flexible and adaptable in revising plans and priorities on short notice to achieve objectives.
• Sense of urgency - Able to cope with pressure and show ability to deal with urgent matters.
• Action orientation - Initiates action to achieve objectives within set deadlines and pro-actively takes responsibility for achieving work objectives and shows willingness to go the extra mile.
• Decision-making - Able to reach a conclusion or decision, whether it be to further an investigation or for purposes of recommendation / escalation to management.
• Resilience - Able to tolerate and persevere in a reactive environment. The tolerance to deal with conflicting information. Displaying the perseverance, energy and drive to persist, despite interruptions and unforeseen / unexpected changes until tasks have been successfully completed. Able to deal with ambiguity.
• Systems knowledge - Familiar and proficient with MS Office (Outlook, Word and Excel). Sound understanding and proficiency with the employer’s CRM system (Salesforce).
• Product knowledge - Advanced knowledge of the products and/or services the employer offers to their customers locally and internationally.
• Adaptability - Willingness to learn and adjust to a changing work environment.
• Co-operation & teamwork - Co-operative in planning and striving to see that the goals and objectives of the company are being realized.

Additional Information:

• Employment Engagement - This is a one-year fixed term contract position with a three-month probation period. The incumbent will be employed under an employment contract with specific employment terms and conditions including salary.
• Workplace Health and Safety - The role holder of this position must comply with workplace health and safety requirements and policies. As part of your role, you will also ensure other team members also comply with the compnay’s workplace health and safety requirements and policies.
• Risk and Compliance - As a primary role-player in the process of complying with regulatory requirements your responsibility is to be conversant with, and to implement the requirements specific to your role; including the continues identification, analysis and escalations of risks within your team. As part of the normal performance review cycle, you will also encourage and reward open and transparent reporting of errors and behaviours which contribute positively to the desired risk and compliance culture.

This description is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned.