Salesforce Analyst

Skills

• Demonstrated experience participating in the documentation of functional requirements and technical specifications for existing and new applications • Strong writing and communication skills and can build relationships with both their team members and clients • Results-oriented individual with a very strong work ethic and must be able to demonstrate excellent negotiation communication and problem-solving skills • Ability to work with customers as a member of cross-divisional work groups and maintain positive and productive relationships with customers peers and superiors • Ability to act independently with sound business judgment and thrive in environment with diverse communication styles • Ability to prepare and present oral and written documents clearly and concisely • Exhibit comprehensive knowledge of the work requirements demonstrated by an in-depth understanding and use of advanced principles theories and practices associated with Business Analysis and PMI PMBOK® Guide and Standards • Experience working with customers to advise on strategies alternatives and the implications of specific application customization and interface designs • Possess a high-level understanding in the areas of application programming database and system design • Ability to manage complex assignments with multiple work streams and aggressive (and sometimes competing) timelines • Understanding of Software Development Lifecycle (SDLC) concepts and process • Knowledge of and experience with IT Service Management best practices and principles • Experience with Microsoft Office Suite (MS Word EXCEL PowerPoint Visio) and Microsoft Project • Must have experience as a business analyst on a Salesforce implementation project • Must have proficiency in agile scrum and kanban software tools • Extensive understanding of SharePoint end user experience sites libraries lists and groups • Salesforce certifications and Experience using ServiceNow preferred

Description

The North Carolina Department of Health and Human Services requires the services of a senior business and technical specialist to support business case analysis, process reengineering, requirement gathering activities and assist with Tier-3 support for the COVID vaccine project(CVMS). The CVMS solution is developed based on Salesforce platform and using agile methodology.

Responsibilities

• • Build Business, stakeholder, solution, and transition requirements
• • Prepare and maintain documentation and artifacts including analysis, reports, and user documentation in accordance with PMO PM and BA methodology
• • Works with Project Managers, Portfolio Managers, developers, and end users to ensure application designs meet business requirements
• • Provide business analysis deliverables as input to the procurement documents and assist in writing the procurement documentation as required
• • Perform functional, integration testing UAT support, including developing test scenarios and cases
• • Support required system go-live activities
• • Creating User stories and acceptance criteria and authors other Agile documents and deliverables
• • Triage and resolve assigned tickets in timely manner with high quality, which may require engaging directly with providers and recipients
• • Develop and expand Salesforce skills to enable resolution of tickets across wide range of issues
• • Use ServiceNow to manage assigned tickets through resolution, including documenting steps taken during resolution and assigning tickets to other teams as needed for triaging and resolution
• • Escalate potential CVMS defects or enhancements to Tier-3 Support Lead