Role: Technical Business Analyst

Location: Canada Remote

Contract

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