The Senior Operations Analyst is the subject matter expert and has a key role in supporting the use of Salesforce.com as the enterprise Customer Relationship Management (CRM) and nCino for Customer Onboarding. This role is responsible for day-to-day operations to include maintaining configurations, developing and maintaining data extracts and load scripts, ensuring data is being exchanged between integrated systems, managing user access, and integration with AppExchange components. The Administrator also functions as the liaison between Information Technology and the Business Units to ensure theapplication meets their needs and stays current with business operations, policies, and processes. On an on-going basis, this position supports the evolution of the Salesforce platform to meet the Organization’s evolving business needs, and leads Enterprise wide projects to expand and progress the platform.
§ System Support:
Responsible for the performance, reliability and maintenance of assigned applications(s).
Expert knowledge for assigned applications through training and experience.
· Resolves expert production issues in a timely and accurate way and engages IT and vendor as necessary.
Work closely with platform owner and business units regarding system enhancements.
· Manages system roadmap and collects input from all partners for proper prioritization.
Work with IT and/or third party vendors for support, upgrades and implementations.
· Coordinates and performs release testing
§ Business Analysis:
Seeks opportunity to learn, automate, document, share, educate, and improve Enterprise processes and systems.
Understand business problems and develop possible solutions
Understand the impacts of any system/process changes
Provides metrics and other documentation to support analysis and findings.
Perform testing of process and system changes and coordinate end user testing.
§ Reporting and Data Analytics: Coordinate, track and respond to data needs and requests from across the Enterprise.
Designs, develops and maintains reports.
Develop and process daily, monthly, quarterly and yearly standard and ad-hoc reports (basic to advanced).
Analyze new data requests and create recommendations for the development of new system reporting.
§ Training and Development: Enhance end users’ knowledge, understanding and competency with assigned application(s).
Identify, develop and recommend training opportunities that meet and support end user needs.
· Develops training documentation and perform end user training on system
Participate in training sessions and advise with regard to use of new/enhanced systems.
Assist new or less experienced Ops Analysts
§ Business Relationship Management: Knowledge, skills and behaviors that foster a productive relationship between Operations departments and their business partners.
Communicates effectively with business units to identify needs and evaluate alternative business solutions with project management.
Manages business unit’s expectations effectively.
§ Project: Aim to increase the likelihood that projects or initiatives deliver the intended results and outcomes.
Leads mid to large projects of some complexity
Serves as Operations expert on cross functional projects to enhance systems or processes.
· Develops, monitors, and reports on detailed project plans including scope, tasks, timelines, dependencies, and project budgets.
· Acquires, leads, and inspires project resources to meet project objectives.
· Monitors project activities, anticipates, resolves, or escalates risks and issues.
Contribute to project team meetings and assists team members in critical decision making and planning; assist in execution, control and closure ofprojects; meet regularly with project manager(s).
§ Compliance: Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties.
§ Ability to design new system solutions, modify, enhance or adapt existing systems and integrate new features or improvements, all with the aim ofimproving business efficiency and productivity.
§ Ability to implement, configure and test feasible solutions.
§ Demonstrate a consultative approach with the ability to analyze stakeholder’s needs.
§ Strong interpersonal skills, including the ability to build collaborative relationships, listen and actively contribute to discussions.
§ Bachelor’s degree in business-related field or equivalent work experience.
§ 7+ years of experience leading Operations systems
§ Excellent written and verbal communication
§ Effective planning, analytical, problem solving and decision-making skills.
§ General knowledge of Microsoft Office products
§ Ability to prioritize and handle multiple tasks and projects concurrently.
§ Ability to conduct cost/benefit analysis
§ Business case development
§ Certified Salesforce Administrator
§ Experience with nCino
§ Experience with Agile methodologies