About the role
Hi,
I hope you are doing well.
We have an urgent below position .If you are interested, please share your updated resume with the rate expectation
Role: Technical Business analyst
Location: Remote (Canada)
Key Skills: Salesforce integration
New Capability Deployment
- Work closely with the Lead Business Analyst, business leadership and personnel in technology modernization initiatives across all phases of the project lifecycle (analysis, design, build, test, deploy)
- Lead requirements and design discussion with IT and business resources; be able to demonstrate the primary features and functionalities of an application and how it works and communicate impact to the business processes and users
- Work side-by-side with the business team to gather detailed requirements
- Apply leading practices to requirements and processes and facilitating the development of to-be processes to be deployed on the modernized Salesforce and VCC platform which effectively support Mattel’s operations as well as customer care
- Effectively partner with third party resources in planning and delivery of assigned initiatives
- Support go-live preparation and production rollout activities
- Support business driven projects that integrate with both on-premise systems and cloud-based SaaS solutions
- Project management for smaller initiatives following the Mattel Operating Model
- Recommend and implement changes to applications and processes that meet business requirements or make them more efficient
- Be an integral part of future upgrade and implementation project teams that will modernize or improve business systems and operations
- Business Continuity
- Support Global Consumer Services system change processes
- Identify and address IT issues as primary point of contact and optimize infrastructure, hardware, software and processes, in close partnership with the GSC business team and driving GTO dependencies
- Ensure proper processes and document requirements are being followed across the Global Consumer Services organization
- Provide subject matter expertise in project and operations related to Salesforce
- Engage in rigorous root cause analysis, problem solving and solution implementations
- Ensure system processes work in a manner that adheres to customer requirements
- Maintain and update systems and data – combination of legacy systems and Salesforce platforms
- Ability to identify systems problems, solution fixes, present to leadership, and implement changes
- Make and deploy configuration changes to the Salesforce environment in compliance with Mattel change control processes
What We’re Looking For:
- Bachelor’s Degree in computer science, information systems or a related field.
- 5+ years related experience in Technology/Operations serving end customers.
- 5+ years related experience with Salesforce Service Cloud with end-to-end implementation experience
- Salesforce administrator, business analyst, and/or consultant certification(s)
- 5+ years related experience with NICE InContact VCC and IVR
- Experience with Salesforce integration capabilities and implementation a plus
- Experience with NICE InContact Workforce Management, QM Pro, and Interaction Analytics a plus
- Ability to work remote but should be open to travel as needed (Up to 25%).
- Experience in managing small to medium-size projects and leading team efforts
- Comfortable working in a matrixed organization to drive outcomes
- Prior experience in fast paced technology implementations
- Responsible for understanding and translating the business’ requirements into actionable Salesforce solutions while support the design review, unit, system, and user acceptance testing
- Skilled at documenting the current state and future state business processes - performs business process gap analysis
- Must have working knowledge in the customer service domain
- Experience with compliance documentation management and support
- Experience with legacy as well as modern systems, especially converting legacy systems to Salesforce Cloud
- Expert understanding of various modern technology platforms that support technology serving end users – ideally in the customer care, D2C.
- Analytical and reporting skills such as creating dashboards and establishing KPIs such as experience with PowerBI, Cognos, Tableau, and Google Data Lake/AWS is preferred
- Expert knowledge of middleware components and capabilities
- Knowledge and experience with deploying operating systems, applications, patch management and desired configurations.
- Implementation experience in the following will be advantageous: Salesforce, legacy systems, application rationalization/modernization, middleware, contact centers
- Strong analytical and critical thinking mindset.
- Expert relationship management/networking skills.
- Expert verbal and written communication skills.
- Comfortable presenting to business stakeholders on a regular basis.
- Should be able to work independently under minimal supervision and be a good team player
- Proficient in Microsoft Word, Excel, PowerPoint, Project, Visio, SharePoint, and Jira as well as other project management and time tracking tools
Thanks & Regards
Puja Tiwari
Raas Infotek Corporation.
262 Chapman Road, Suite 105A,
Newark, DE-19702
Direct No: 302 286 9994 Ext: 104
puja.tiwari@raasinfotek.com
About Raas Infotek
Raas Infotek is a full spectrum global Information Technology services company, providing end-to-end business solutions to our global clientele - collaborating with them to design, develop and implement solutions to add value to their business. For close to Five years now, we have consistently contributed to the business growth of our customers which is why, we consider engagements with our customers as an enduring relationship and work towards adding value to our customer’s business growth. Some of our customers have been associated with us for close to 2 years, which is a testament to our commitment, value and customer focus - and their trust in us. Growing demand by our clients to position ourselves as an extension of their IT organization and a one stop shop for their diverse range of product and solution requirements, led Raas to establish Partnerships and Alliances with niche product and solution providers. Our Technology and Delivery Innovation initiatives ensure that our clients are constantly equipped with solutions, frameworks and skills to exploit emerging opportunities. Our diverse skills, methodologies and competencies provide the technological support to achieve the business goals of our clients. In order to meet the expectations of our clients and our business goals, Raas’s Advisors and Leadership Team is made up of highly skilled, experienced individuals. Each brings to the organization a wealth of knowledge and expertise in chosen areas, a proven understanding of the industry and are visionaries in anticipating new and future trends and direction of the market place. In addition, through Raas, we extend access to a team of Advisors and Domain Experts that provide high impact consultancy services and Business Intelligence to all our clients. We have a global footprint with offices in US,India and Canada and our customer profile is spread across multiple domains and verticals. Our greatest strength lies in our highly motivated talent pool.
About the role
Hi,
I hope you are doing well.
We have an urgent below position .If you are interested, please share your updated resume with the rate expectation
Role: Technical Business analyst
Location: Remote (Canada)
Key Skills: Salesforce integration
New Capability Deployment
- Work closely with the Lead Business Analyst, business leadership and personnel in technology modernization initiatives across all phases of the project lifecycle (analysis, design, build, test, deploy)
- Lead requirements and design discussion with IT and business resources; be able to demonstrate the primary features and functionalities of an application and how it works and communicate impact to the business processes and users
- Work side-by-side with the business team to gather detailed requirements
- Apply leading practices to requirements and processes and facilitating the development of to-be processes to be deployed on the modernized Salesforce and VCC platform which effectively support Mattel’s operations as well as customer care
- Effectively partner with third party resources in planning and delivery of assigned initiatives
- Support go-live preparation and production rollout activities
- Support business driven projects that integrate with both on-premise systems and cloud-based SaaS solutions
- Project management for smaller initiatives following the Mattel Operating Model
- Recommend and implement changes to applications and processes that meet business requirements or make them more efficient
- Be an integral part of future upgrade and implementation project teams that will modernize or improve business systems and operations
- Business Continuity
- Support Global Consumer Services system change processes
- Identify and address IT issues as primary point of contact and optimize infrastructure, hardware, software and processes, in close partnership with the GSC business team and driving GTO dependencies
- Ensure proper processes and document requirements are being followed across the Global Consumer Services organization
- Provide subject matter expertise in project and operations related to Salesforce
- Engage in rigorous root cause analysis, problem solving and solution implementations
- Ensure system processes work in a manner that adheres to customer requirements
- Maintain and update systems and data – combination of legacy systems and Salesforce platforms
- Ability to identify systems problems, solution fixes, present to leadership, and implement changes
- Make and deploy configuration changes to the Salesforce environment in compliance with Mattel change control processes
What We’re Looking For:
- Bachelor’s Degree in computer science, information systems or a related field.
- 5+ years related experience in Technology/Operations serving end customers.
- 5+ years related experience with Salesforce Service Cloud with end-to-end implementation experience
- Salesforce administrator, business analyst, and/or consultant certification(s)
- 5+ years related experience with NICE InContact VCC and IVR
- Experience with Salesforce integration capabilities and implementation a plus
- Experience with NICE InContact Workforce Management, QM Pro, and Interaction Analytics a plus
- Ability to work remote but should be open to travel as needed (Up to 25%).
- Experience in managing small to medium-size projects and leading team efforts
- Comfortable working in a matrixed organization to drive outcomes
- Prior experience in fast paced technology implementations
- Responsible for understanding and translating the business’ requirements into actionable Salesforce solutions while support the design review, unit, system, and user acceptance testing
- Skilled at documenting the current state and future state business processes - performs business process gap analysis
- Must have working knowledge in the customer service domain
- Experience with compliance documentation management and support
- Experience with legacy as well as modern systems, especially converting legacy systems to Salesforce Cloud
- Expert understanding of various modern technology platforms that support technology serving end users – ideally in the customer care, D2C.
- Analytical and reporting skills such as creating dashboards and establishing KPIs such as experience with PowerBI, Cognos, Tableau, and Google Data Lake/AWS is preferred
- Expert knowledge of middleware components and capabilities
- Knowledge and experience with deploying operating systems, applications, patch management and desired configurations.
- Implementation experience in the following will be advantageous: Salesforce, legacy systems, application rationalization/modernization, middleware, contact centers
- Strong analytical and critical thinking mindset.
- Expert relationship management/networking skills.
- Expert verbal and written communication skills.
- Comfortable presenting to business stakeholders on a regular basis.
- Should be able to work independently under minimal supervision and be a good team player
- Proficient in Microsoft Word, Excel, PowerPoint, Project, Visio, SharePoint, and Jira as well as other project management and time tracking tools
Thanks & Regards
Puja Tiwari
Raas Infotek Corporation.
262 Chapman Road, Suite 105A,
Newark, DE-19702
Direct No: 302 286 9994 Ext: 104
puja.tiwari@raasinfotek.com
About Raas Infotek
Raas Infotek is a full spectrum global Information Technology services company, providing end-to-end business solutions to our global clientele - collaborating with them to design, develop and implement solutions to add value to their business. For close to Five years now, we have consistently contributed to the business growth of our customers which is why, we consider engagements with our customers as an enduring relationship and work towards adding value to our customer’s business growth. Some of our customers have been associated with us for close to 2 years, which is a testament to our commitment, value and customer focus - and their trust in us. Growing demand by our clients to position ourselves as an extension of their IT organization and a one stop shop for their diverse range of product and solution requirements, led Raas to establish Partnerships and Alliances with niche product and solution providers. Our Technology and Delivery Innovation initiatives ensure that our clients are constantly equipped with solutions, frameworks and skills to exploit emerging opportunities. Our diverse skills, methodologies and competencies provide the technological support to achieve the business goals of our clients. In order to meet the expectations of our clients and our business goals, Raas’s Advisors and Leadership Team is made up of highly skilled, experienced individuals. Each brings to the organization a wealth of knowledge and expertise in chosen areas, a proven understanding of the industry and are visionaries in anticipating new and future trends and direction of the market place. In addition, through Raas, we extend access to a team of Advisors and Domain Experts that provide high impact consultancy services and Business Intelligence to all our clients. We have a global footprint with offices in US,India and Canada and our customer profile is spread across multiple domains and verticals. Our greatest strength lies in our highly motivated talent pool.