REQUIREMENTS

- Hands-on experience with SFDC Service Cloud

- At least 3 years of experience working in a Business Analyst position.

- At least 1 year of experience working on projects related to Commercial/Sales process improvement.

- Knowledge of SFDC Experience Cloud

- Knowledge of Health Cloud

- Applicant is actively working with SFDC in current position or has done so in a recent position.

- Minimum certification as Salesforce Administrator. Additional certifications are a plus.

- Intermediate knowledge of Salesforce.com concepts including standard object features, console configuration, workflows, validation rules, Process Builder, Visual Flow, reporting, security settings, role hierarchy, Salesforce Lightning.

- Bachelors degree or equivalent experience.

- Experience supporting or working with a Commercial organization, preferably in the pharmaceutical, medical

device, or any other regulatory-controlled industry.

Responsibility:

- Understand user journeys and the technology used in conjunction with Experience Cloud sites to document and facilitate the users experience

- Participate in requirements elicitation sessions with department leaders and other stakeholders to document user processes, business rules, terminology, and development requirements for small and medium sized projects

- Understand which applications work with or are integrated into the Experience Cloud sites for customers to have a seamless experience

- Work with DPO to write user stories and acceptance criteria aligned to business requirements for Scrum team backlog based on requirements sessions

- Participate in UX design sessions to understand how requirements translate into Experience Cloud designs

- Develop supporting documentation such as process flows and mockups

- Help DPO pull together documentation for business stakeholders to submit for legal and compliance reviews

- Provide support to DPO during Sprints to help Scrum team understand business and functional requirements, value, and expectations

- Learn key portal functionality and backend to determine functional requirements

- Write SIT and UAT test cases for small and medium sized projects

- Provide feedback on work in progress, clarify requirements, and ensure development meets defined acceptance criteria

- Support Quality Assurance testing strategy and plan including writing test scenarios for user acceptance testing and creating data for testing

- Provide UAT support to business testers

- Participate in both Business and Technical KT sessions Ensure all documentation is finalized beforehand off to Production Support team

- Provide training documentation and provide support to business trainers for end user training sessions

- Assist staff in their efforts to provide tier 2 application support by isolating issues and implementing resolutions within the established IT change control framework

- Oversee development and maintenance of reports/dashboards using either SFDC report builder/workbench or other reporting tools

- Communicate effectively with business users on the status of enhancements, projects and open production support tickets

- Translate Product Support tickets into requirements for bug and enhancement fixes

- Work with business stakeholders to ensure bug and enhancement requirements are fully understood and approved

- Work within IT change control process to ensure bug fixes and enhancements are successfully deployed to Production