Senior Salesforce Business Analyst

This role is central to the CRM operating model, ensuring business needs are captured, structured and prioritized in alignment with the global delivery strategy.

• Consults with the business to optimize their business processes and leads the Soforce workshops to drive business priorities,
• Recommends improvements and manages user acceptance test planning for execution of UAT in releases, including review and creation of test scripts.
• Makes recommendations on user experience improvements and participates in increasing system adoption,
• Reviews, analyzes the content of each new business requirement, measures impact on current business processes and refines the need into user stories.
• Partners with functional experts from across the business to build requirements and detailed user stories,
• Liaises with delivery team resources to groom user stories and works throughout releases to respond to questions from development team.
• Manages a junior analyst to help in support of all these activities

• The SoForce program is entering a transition phase toward a continuous delivery model and requires mature, autonomous analysts to support business engagement and regional alignment.
• The current CRM application is Salesforce, which is Sodexo’s biggest application hosting 3,000 users worldwide:
• Candidates should have very good knowledge of Salesforce and business processes mapping so business requirements can be translated into viable solutions within the application.
• Candidates will need to operate in a glocal environment, balancing global CRM governance with local business needs,
• Candidates should also know how to work with different contacts, ranging from the central delivery team to business process owners and CRM managers worldwide (both central and regional).
• Candidates should be data savvy

Key Responsibilities:

• Ensures release planning organization and delivery for his/her perimeter,
• Guarantees roadmap delivery and overall communication to relevant stakeholders, CRM community and global Soforce team,
• Builds complete User stories that will outline the work needed to be completed to meet the overall business requirements, including Acceptance Criteria
• Supports backlog grooming sessions with the Product Owner and Delivery Teams
• Acts as a sparring partner to regional CRM Managers and Business Owners for needs qualification.
• Drives consistency in documentation and functional analysis across all regions.
• Builds the relevant documentation needed to deliver business features (stakeholder analysis, current state analysis, gap analysis, user acceptance test plans, final release notes…).
• Develops Test Plan and Test Scripts to support the UAT for the release.
• Identifies potential project risks and escalates to project committee and Steering Committee when needed.
• Ensure execution of the release flow RACI.
• Monitors project KPIs.
• Ensures compliance with Sodexo policies and strategies.
• Represents the Business during the life cycle of the application and its eco-system (meetings and committees),
• Creates a detailed business analysis through business requirements, outlining problems, opportunities, and solutions for stakeholders (business process owners),
• Delivers clear and actionable business requirements, ready for development.
• Ensures traceability from demand to delivery, with appropriate documentation.
• Prioritizes business requests.
• Coordinates activities with Product Owner and Application Director
• Plans business workshops dependent on the global Soforce roadmap.
• Participates in global yearly demand management process in which the needs maturation is carried out with the global and local business teams.
• Participates in pre-UAT testing to ensure that UAT testing is optimal and also supports UAT execution and validates business value delivery
• Interacts with the business and delivery team (external and internal) to ensure that detailed needs are understood and met and that all teams are aware of their involvement in the various phases of the project.
• Builds adequate documentation (release notes, release analysis, user stories…) linked to the delivery of business features.
• The business analyst is accountable for the lifecycle of the business requirement in his perimeter, ranging from demand request, business need refinement to the delivery of the associated features.
• Reports / analyses track record of release performance.
• Contributes to continuous improvement of SoForce processes and tools.
• Supports knowledge transfer and mentoring of junior analysts when applicable.

Required Skills:

• Candidate must possess at minimum 8 years hands on experience as a CRM Project Manager/Business Analyst, and a minimum 3 years with Salesforce CRM, supporting business processes.
• Must be familiar with project management tools and have experience working in an Agile methodology.
• Candidate must have proven experience with business and technical requirements analysis, verification, and methodology development.
• Ability to communicate with technical and non-technical audiences.
• Must have demonstrated project management skills and project management software skills, including planning, organizing, and managing resources.
• Comfortable working across time zones and with offshore delivery teams.
• Ability to challenge and structure business needs constructively.

• Technical skills

1. Excellent understanding of Salesforce Platform.
2. Understanding of SQL and database relational models
3. Account Engagement CRM Analytics and Salesforce CPQ knowledge preferred.
4. At least 1 Salesforce Certification (Administrator, Sales Cloud Consultant)
5. Proficient in O365 Suite of applications (Excel, Word, PPT)
6. Experience with testing methodologies (unit testing, integration testing)
7. Data Analysis and Manipulation using Excel and Salesforce tools (DataLoader for exports)
8. Knowledge of Jira or similar tools for backlog and user story management.
9. Familiarity with integration topics (e.g., between Salesforce and external tools).

• Soft Skills

1. Must be comfortable with communicating with Top Leadership and dispose of facilitation skills,
2. Must have experience in coordinating activities across different organizational functions.
3. Must have strong analytical and problem-solving skills.
4. Excellent listening, interpersonal, written, and oral communication skills,
5. Logical and efficient, with keen attention to detail
6. English being the daily language of choice, the candidate must have excellent written and verbal communication skills – mainly in English (but French or another language is a plus).
7. Must be able to effectively and independently function while maintaining a positive energy level in an environment of constantly shifting demands.
8. Must be comfortable with being detail-oriented and capable of delivering a high level of accuracy,
9. Must have strong organizational skills,
10. Must have experience in process modeling to be able to analyze and communicate on business needs efficiently,
11. Able to exercise independent judgment and act on it,
12. Ability to effectively prioritize and execute tasks while under pressure,
13. Experience working in a team-oriented, collaborative environment.
14. Results-driven, action-oriented and ability to act intuitively to deliver goals.
15. Proven experience participating in cross-functional teams and influencing great outcomes across a matrix organization with evolving requirements.
16. Skills in project management and a client centric approach

• A Bachelors degree from an accredited higher education institution in Business or Computer Science /Management Information Systems.