Saleforce Business Analyst

Overview

About Us:

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Description and Requirements

• Experience in the Salesforce Business Analyst role is mandatory.
• Must have 8+ years of relevant experience.
• Coordinate with Salesforce administration/mulesoft & Development teams to take the ownership of technical delivery and escalate to relevant resources on roadblocks. - Technical leadership, setting best practices including integration and application development, deployment, testing (unit and systems), and iterative refinement
• Identify & drive continuous improvements in the CRM technology, to improve cost, quality, turnaround time, & customer effort.
• Participate in all aspects of CRM changes: requirements, design, user testing, and/or agile sprints.
• Strong business analysis and functional experience, including requirements gathering, creating/deploying solutions to end users Preferred Qualifications
• Understand business requirements and translate it into functional and technical requirements and test scripts
• Act as a single point of contact between the business and technical team
• Enable functional delivery and be responsible for User Acceptance Testing (UAT) rollout
• Review Business cycle reports (Weekly/Monthly/Quarterly/Yearly) to ensure accuracy of data in reports in the HR Analytics (HRA) Tool
• Own the design, development, and maintenance of ongoing metrics, reports, analyses, dashboards, etc. to drive key business decisions.
• Make recommendations for new metrics, techniques, and strategies to improve marketing campaign targeting and measurement in the future.
• Define the data elements and data structure that our team should leverage to enable analytical capabilities for our product management and engineering teams
• Enable effective decision making by retrieving and aggregating data from multiple sources and compiling it into a digestible and actionable format
• Ensure KPIs are published and reviewed on a daily, weekly, monthly basis and perform analysis on any behaviors / processes that could impact on data integrity
• Use data mining, model building, and other analytical techniques to develop and maintain customer/developer segmentations
• Analyze current delivery trends, provide recommendations and execute on existing or new programs and / or process improvements to drive productivity and improved service delivery.

Additional Job Description

• Excellent written and verbal communication skills.
• Excellent analytical and troubleshooting abilities.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.