Salesforce Business Process Analyst (Hybrid)

Resp & Qualifications

PURPOSE: 
Supports the analysis and evaluation of business problems and, potentially, the development of solutions to address identified problems.  Interfaces with all areas affected by the project including customer, IT, and other internal or external clients.   

Works closely with Commercial Service Operations business functions, along with other stakeholders, to analyze and translate simple-to-complex business problems and needs into solutions, ensure requirements are understood and detailed, ensure agreements and alignments are made with business and stakeholder partners, and interact with internal and external technical resources, such as, developers, architects, peer business analyst, scrum masters, and project/program managers to ensure the delivery of key business and technical capabilities.

Serve as the subject matter expert on Salesforce platform capabilities.

Lead the analysis, documentation of the requirement, and working with the implementation team to deliver features that meet business requirements.

Partner with stakeholders to craft requirements and ensure alignment with business/technology strategy and planned initiatives.

ESSENTIAL FUNCTIONS:

• Analyzes data provided by the business or client to identify trends and isolate issues.
• Interfaces with all areas affected by the project including customer, IT, and other internal or external clients.  Provides a single point of contact for those projects.
• Analyzes business processes and coordinates to technical (IT) teams to analyze technical processes resolve problems.  This includes coordination and input to formulate and develop new and modified business information processing systems (Facets) , CRM (Salesforce), and other end-user knowledge management tools.
• Represents the business unit to define as-is and to-be processes and, if necessary, requirements and business cases for the business process or technology developments.
  
  
  

SUPERVISORY RESPONSIBILITY:
This position has no direct reports, however, may informally lead teams in a matrix environment.

QUALIFICATIONS:

Education Level: Bachelor's Degree in Business Administration, Business Management or equivalent OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

Licenses/Certifications:

• Certified in Business Analysis -PMI  Upon Hire Preferred.
• Salesforce certifications such as Certified Administrator, Certified Sales Cloud Consultant or Certified Service Cloud Consultant.

Experience: 3 years experience in an operational analysis role or equivalent professional role.

Preferred Qualifications:

• Some level of Agile / Scrum training.
• Proven experience leading successful Salesforce implementations.

Knowledge, Skills and Abilities (KSAs)

• Skill in analyzing and organizing technical data.
• Proficient in Microsoft Office programs.
• Knowledge of web-based applications and documentation tools.
• Excellent communication skills both written and verbal.
• Ability to work independently and manage multiple priorities in a dynamic, fast-paced environment.           
• Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.
   

Salary Range: $50,040 - $99,385

Salary Range Disclaimer

The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilites of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).

Department

Call Center Mgmt

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer.  It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Where To Apply

Please visit our website to apply: www.carefirst.com/careers

Federal Disc/Physical Demand

Note:  The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

PHYSICAL DEMANDS:

The associate is primarily seated while performing the duties of the position.  Occasional walking or standing is required.  The hands are regularly used to write, type, key and handle or feel small controls and objects.  The associate must frequently talk and hear.  Weights up to 25 pounds are occasionally lifted.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship