Lead Analyst, IS Business Analysis - Sales Capabilities

Lead Analyst, Is Business Analysis - Sales Capabilities

Under limited guidance, serves as a liaison for defined projects and activities between the business area and the technical team related to business processes, systems and people. Translates requirements from a business perspective into a format that can be understood and acted on by those in the technical team tasked with building the solution. Business owner and subject matter expert for the Customer Relationship Management (CRM) platform and sales policies, inclusive of the Logistics Development Incentive policy.

Location: Orrville, OH (Close proximity to Cleveland/Akron)

Work Arrangements: Hybrid - onsite a minimum of 9 days a month primarily during core weeks as determined by the Company; maybe more as business need requires

In this role you will:

Manage the Customer Relationship Management tool:

• Serves as Product Owner for the retail CRM (Salesforce) platform by managing backlog, prioritizing enhancements & defect resolution, testing and communication to stakeholders
• Supports and acts as key technical contact for multiple Sales and sales support teams across all SBA's
• Facilitates meetings and resolves issues with cross-functional partners such as Sales, Sales Operations, Revenue Growth Management, and Customer Category Business teams
• Provides forward-thinking mentality, specifically regarding user impact to CRM changes or functionalities
• Consults with other business SMEs to document existing processes, research best practices and propose future processes in the spirit of continuous improvement
• Models and drives prioritization among competing goals with business customers and IS resources

Work on and lead various project deliverables including but not limited to:

• Identifies areas of improvement in our business processes or systems, gathers and documents requirements as needed, and contributes to optimal solutions via Functional Design Documentation
• Creates business process flows in collaboration with technical teams
• Highlights process changes and provides input on potential impact to the organization
• Partners on change management deliverables
• Proactively executes best practices regarding audit and security controls
• Summarizes complex technical issues for users in a clear and concise manner

Manages small to medium size projects:

• Manages projects for supported business area(s)
• Manages projects leveraging existing technologies or capabilities
• Executes and enforces standards & methodologies around business process development, project management and change management
• Delivers project scope (people, process, and technology)
• Ensures accountability and quick decisions for progress, while mitigating cross-functional risks

Provides business user support:

• Provides Tier 2 User Support for CRM Platform
• Develops Standard Operating Procedures (SOPs)
• Supports internal partners in developing consistent, repeatable processes and implementing improvements
• Collaborates with users to troubleshoot system issues, analyze impact and work closely with technical team on resolution where needed
• Performs user acceptance testing (UAT) with daily troubleshooting or on cross-functional projects
• Champions supportability for new capabilities, identifies maintenance needs and leads execution of maintenance plan
• Influences and applies adoption of modern processes, toolsets and patterns within and beyond immediate team

Owner of Sales Policies:

• Serves as SME and point of contact for internal and external Sales Policies
• Maintains published policies and provides thought leadership for improvement opportunities
• Owns relationship with 3rd party vendor responsible for monitoring spoils/damages and uses findings to support current or propose changes to LDI rates.

What we are looking for:

Minimum Requirements:

• Bachelor's degree or equivalent work experience
• 6+ years of relevant work experience
• Demonstrated knowledge of sales processes and systems
• Experience as a project participant or leading project management activities with a good understanding of project management methodology
• Ability to create business process models and participate change management activities
• System experience that involved implementation, support, and/or administration
• Familiarity with Salesforce CRM is a plus
• Ability to coach & influence cross-functionally
• High personal standards of integrity
• Demonstrates a customer service mindset
• Strong interpersonal and communication skills
• Demonstrated ability to think critically and conceptually

The Right Place for You

We are bold, kind, strive to do the right thing, we play to win, and we believe in a strong community that thrives together. Our culture is rooted in our Basic Beliefs, and we believe in supporting every employee by meeting their physical, emotional, and financial needs.