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EY Salesforce BA-Senior - Business design 
India, Karnataka, Bengaluru 
748493029

10.09.2024

Desirable
Position Summary

  • This is a role in Global Delivery Services (GDS) – Business Consulting – Customer
  • The role is for an experienced hands-on functional consultant to be functional expert or Business Analyst with the good understanding of CRM systems / customer service
  • The ideal candidate should be working in the CRM / Customer Service / Pricing domain and should have healthy functional experience in digital transformation programs.
  • The ideal candidate should have good customer facing experience and should have experience of being a product owner/Business Analyst.
  • Strong analytical skills and attention to detail, while staying focused on the big picture
  • Excellent verbal and written communication skills; strong presence in front of senior executives

Roles and Responsibilities
Essential Job Functions

  • Act as a trusted advisor in understanding and analysing client's business requirements, customer experience needs and aspirations and enabling clients to understand the Art-of-the-possible for CRM Transformations in Marketing, eCommerce, Sales, Service etc.
  • Work with internal stakeholders & clients to build Business Strategy, Business Case, As-Is to To-be Customer Journey & Business Models, front-end CRM Strategy across -Marketing, Sales, eCommerce & Customer Service Touchpoints.
  • Understand the limitations of client/ internal tech stacks, ecosystems and business model and provide design advice wherever necessary.
  • RFP/ RFI & Proposals: Own and lead writing and responding to winning CRM transformation.
  • Should have strong expertise in creating client presentations of top quality and should have strong command on story telling.
  • Should have expertise in creating process maps, process flow charts, process benchmarking, writing detailed user stories, identifying gaps in the process and creating recommendations.
  • Should have expertise in CX Journey design, Digital Platforms & products in the CRM space of Marketing, Sales, eCommerce & Customer Service.
  • Understand the customer business requirements and articulate them in the form of user stories, business requirement documents
  • Act as a liaison between the business client and technical team by planning, conducting, and directing the analysis of complex business problems
  • Support client’s organizational transformation goals by understanding the operational current state, future state and business values; helping to define and drive business solutions to meet the transformation goals
  • Analyze and provide input on the methodologies and frameworks to be used during the requirement and execution of projects
  • Lead requirements elicitation sessions to understand business problems
  • Determine the gaps between requirements and product functionalities and define workable solutions to bridge the gaps
  • Be part of a scrum team and help Product Owner in Sprint Prioritization
  • Work directly with all levels through to senior management across the organization and be considered as a high-level expert
  • Engage at the pre-sales stage to ensure the business drivers are understood and that the solutions proposed are targeted to help meet the business value / KPI’s indicated
  • Experience leading a business requirement process with both technical and business partners
  • Provide consulting relating to CRM and customer services domain
  • Drive and help execute Strategy by understanding the best mix of technologies and platforms
  • Working closely with the Development Team during the Implementation to ensure close monitoring and adherence to the Design
  • Ensuring successful Solution platform adoption by working closely with the Enterprise customers

Technical Skills/Tools Requirement

  • Salesforce (SFDC / SFMC)
  • Salesforce Business Analyst Certified is a must
  • Certification in one or more Salesforce clouds (Sales / Service / Industry clouds)

Other skills Essential

  • Clear understanding of CRM and customer service
  • Passionate about data-driven transformation and using data to inform decisions
  • Enthusiastic and self-motivated, with the ability to lead projects proactively
  • Meticulous attention to detail, with an overall passion for continual improvement
  • Credible and articulate, with excellent communication, presentation and interpersonal skills
  • Ability to interact with stakeholders at all levels of seniority
  • Experience in managing cross border stakeholders
  • Highly enthusiastic in learning new technologies that support the fast changing digital marketing technologies

Desirable

  • Understanding sector challenges and trends
  • Have experience in any one of the sectors like Consumer Products, Retail, Telecom, BFSI, Life Science or manufacturing

Supervision Responsibilities:

  • Must be able to work independently, complete multiple tasks and meet deadlines in a fast-paced changing environment.
  • Act as a resource for colleagues with less experience, including coaching and training

Other Requirements:

  • Flexibility in working hours to accommodate multiple time zones as needed
  • Overtime, as needed to meet deadlines.



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