AVP - Salesforce Administrator and Business Analyst
Company: Synchrony
Location: Costa Mesa
Posted on: April 24, 2024
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Job Description:
Job Description:
Role Summary/Purpose:
The AVP, SFDC Administrator and Business Analyst will report to the
Salesforce.com Platform Leader. This position will be responsible
for working closely with the Salesforce Admins, & Salesforce Run,
Team(s) (IT-Data), and business stakeholders (requestors) on
Salesforce Support case queue management, lifecycle, and
resolution. This position will also be responsible for maintaining
the viability of the internal support process within the SFDC
platform as well as growing adoption within the businesses they
support.
We're proud to offer you choice and flexibility. You have the
option to be remote, and work from home, or come into one of our
offices. You may be occasionally requested to commute to our
nearest office for in person engagement activities such as team
meetings, training and culture events.
Essential Responsibilities:
Provide initial point of contact and management of the Salesforce
Support Case queue.
Salesforce Support Case Queue Management
Support case resolution - as needed.
Ensure that Salesforce Support cases are responded to, and tracked
per SLA(s)
Communication with case petitioners on any status, updates,
changes, or requirements gathering needed.
Reporting on Support Case process health
Be a liaison between business, IT and other data management support
teams as it pertains to the Salesforce Support Case process.
Work closely with business to translate business requirements into
working solutions using a combination of salesforce configuration
and custom developments approaches.
Drive efficiency and effectiveness in business processes through
effective communication, leadership, oversight and execution.
Analyze business solution needs, gather requirements, execute to
ensure on-time delivery of project deliverables.
Provide back-up support for Salesforce Admins on build work as
needed.
Perform other duties and/or special projects as assigned
Qualifications/Requirements:
Bachelor's degree. In lieu of degree, HS Diploma/GED and 7+ years
of progressive business experience.
3+ years of Salesforce related experience to include:
SFDC Admin Certification.
Experience with Lightning for service and sales clouds.
Understanding of Integration scenarios and design: Data
Architecture.
Proficiency with Microsoft Office Products.
Experience in a business analysis capacity.
Demonstrated ability to lead a project team and be a strong
consultant to the business.
Experience with or understanding of Agile Project Management.
Travel roughly 25% to site locations.
Desired Characteristics:
Understanding of financial card services business processes.
Strong understanding of the basics on how Salesforce Support Cases,
and their support through Chatter works.
Strong organization skills
Strong documentation and training skills.
Very strong oral and written presentation skills
Ability to communicate with non-technical stakeholders.
Ability to work remotely as part of a remote-based team, with both
onshore and offshore resources.
Microsoft Office Suite experience (MS Word, MS Excel, MS
PowerPoint)
Engagement Tools familiarity - MS Teams & Zoom a plus.
Project Management & coordination experience a plus
Understanding of DevOps process, a plus.
Ability to interact with key business stakeholders in the
cataloging, and developing content in support of, specific business
processes within the digital suite, in a project environment.
Basic understanding of business processes and develop procedures a
plus.
Ability to work in a self-paced, dynamic environment, but with key
deliverable timelines
Grade/Level: 10
The salary range for this position is 75,000.00 - 130,000.00 USD
Annual and is eligible for an annual bonus based on individual and
company performance.
Actual compensation offered within the posted salary range will be
based upon work experience, skill level or knowledge.
Salaries are adjusted according to market in CA, NY Metro and
Seattle.
Eligibility Requirements:
You must be 18 years or older
You must have a high school diploma or equivalent
You must be willing to take a drug test, submit to a background
investigation and submit fingerprints as part of the onboarding
process
You must be able to satisfy the requirements of Section 19 of the
Federal Deposit Insurance Act.
New hires (Level 4-7) must have 9 months of continuous service with
the company before they are eligible to post on other roles. Once
this new hire time in position requirement is met, the associate
will have a minimum 6 months' time in position before they can post
for future non-exempt roles. Employees, level 8 or greater, must
have at least 18 months' time in position before they can post. All
internal employees must consistently meet performance expectations
and have approval from your manager to post (or the approval of
your manager and HR if you don't meet the time in position or
performance expectations).
Legal authorization to work in the U.S. is required. We will not
sponsor individuals for employment visas, now or in the future, for
this job opening. All qualified applicants will receive
consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, national
origin, disability, or veteran status.
Our Commitment:
When you join us, you'll be part of a diverse, inclusive culture
where your skills, experience, and voice are not only heard-but
valued. We celebrate the differences in all of us and believe that
our individual, unique perspectives is what makes Synchrony truly a
great place to work. Together, we're building a future where we can
all belong, connect and turn ideals into action. Through the power
of our 8 Diversity Networks+
(https://www.synchronycareers.com/our-culture/#diversity) , with
more than 60% of our workforce engaged, you'll find community to
connect with an opportunity to go beyond your passions.
This starts when you choose to apply for a role at Synchrony. We
ensure all qualified applicants will receive consideration for
employment without regard to age, race, color, religion, gender,
sexual orientation, gender identity, national origin, disability,
or veteran status.
Reasonable Accommodation Notice:
Federal law requires employers to provide reasonable accommodation
to qualified individuals with disabilities. Please tell us if you
require a reasonable accommodation to apply for a job or to perform
your job. Examples of reasonable accommodation include making a
change to the application process or work procedures, providing
documents in an alternate format, using a sign language
interpreter, or using specialized equipment.
If you need special accommodations, please call our Career Support
Line so that we can discuss your specific situation. We can be
reached at 1-866-301-5627. Representatives are available from 8am -
5pm Monday to Friday, Central Standard Time
Job Family Group:
Sales
Keywords: Synchrony, Fountain Valley , AVP - Salesforce Administrator and Business Analyst, Professions , Costa Mesa, California
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