Job #: 2714
Title: Salesforce BA
Principal Duties and Responsibilities
The COVID‐19 Contact Center project is providing trace and test process, procedures and call handling
using a 3rd party Contact Center solution including use of SalesForce.
The success of this project will require a full‐time Business Solutions Analyst consultant so that the must‐have requirements from the current business process are accurately documented, approved and accepted by all project Stakeholder so that the requirements can be technologically met.
There is extensive documentation for process, procedures, requirements and reporting.
Reporting and business ability to measure solution to expected KPIs will need the Business Solutions Analyst’s assistance in education. Training, communication and employee readiness will need the Business Solution Analyst to liaison across the entire project team within and the associated vendors. Consultant must be able to elicit, review, analyze and evaluate Trace business systems and user needs.
They will document requirements, define scope and objectives and formulate systems to align the solutions with the overall business strategies. The person selected will work under the Project Manager to document business flows & rules, use cases, etc., to ensure that the Salesforce application is able to meet the demands of the public health subject matter experts on the Trace team.
Functional responsibilities include:
• Conduct business requirements design sessions
• Document subject matter expert unit business requirements
• Collaborate with Program, Data and IT colleagues, and attend/lead relevant inter‐Agency meetings
• Perform Data Analysis and provide reporting support
• Perform other activities as assigned
Qualifications / Required Skills
Required: · Bachelor’s degree in a related area and 4‐6 years of experience in business requirements gathering and documentation—preferably in a health care or public health setting. ·
Excellent Microsoft Office Suite skills: Excel, Work, and Visio. ·
Knowledge of Microsoft Teams a plus ·
Excellent organizational skills. ·
Excellent interpersonal skills and ability to interact professionally with people from diverse cultural, racial, ethnic, gender, and socioeconomic backgrounds during a time of crisis and distress. ·
Ability to be flexible in an evolving, fast‐moving environment. ·
Ability to learn new data systems quickly and to comply with data integrity and security to safeguard all personal identifiable information.
Extensive experience with Sales Force capabilities and build outs. ·
Proficiency in navigating Sales Force or other customer relationship management systems