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Salesforce Analyst

Posted Date:10/11/2017 12:30:31 AM
Job Type: Full Time
Req #: JR-08554
Location: Scottsdale, AZ
Job Category: Product Management

Job Summary:

HOW WE WORK

The Ticketmaster B2B Salesforce Product team is responsible for building a trusted, intelligent, scalable platform that empowers Ticketmaster employees sell, service, and retain new and existing clients throughout the entire client lifecycle. We are looking for a Salesforce Analyst to join the team that is a high-energy, hands-on team player responsible for managing the day-to-day user/operational requests.   This cross-functional role grants visibility into the entire organization, because it requires interaction with all the B2B teams in North America.  We will offer the candidate opportunities to gain Salesforce certifications in the role.

RESPONSIBILITIES

  • Manage the case queue of employee generated incidents and requests for 840+ users, tracking issues to resolution, and have transparent communication with those impacted
  • Act as a liaison between the business and development team to elicit, document, analyze & validate requirements
  • Support Salesforce by managing, setting up, and deactivating users and troubleshooting user issues
  • Apply business knowledge to develop requirements specifications and document benefits
  • Create and maintain documentation  and provide one to one training to end users on an ongoing basis
  • Participate and/or coordinate business calls to seek clarifications, prioritize, and advocate for simple solutions
  • Manage expectations when balancing alternatives against business and financial constraints
  • Keep up-to-date with new Salesforce.com features and provide recommendations to drive greater efficiencies
  • Solid analytical and problem solving skills working with complex system, process, and data issues
  • Strong business acumen, innately resourceful, curious, and clever when solving problems
  • Time/task management and organization skills to balance competing priorities in a fast-paced environment
  • Ability to translate and communicate technical requirements back to the business using story-based narratives
  • Ability to think clearly under pressure and flexible to change
  • Advanced use of Microsoft Office products, including Excel and Power Point
  • Excellent verbal and written communication, including the ability to organize large amounts of information in a way that can be presented and easily consumed by leadership to make business decisions
  • Strong customer service skills – ability to interface effectively and establish quick credibility with employees
  • Work well in a virtual team environment with strong collaboration
  • Must have meticulous attention to detail, organization, and commitment to quality
  • Communicate regularly with user base regarding new features, enhancements and changes to the system
  • Assist with migration from older systems/processes into Salesforce.com
  • Collaborate and build meaningful reports and dashboards for users, management, and leadership

QUALIFICATIONS:

  • Bachelor degree in Computer Science or Management Information Systems preferred
  • 6 months experience as a Business Analyst and/or CRM user preferred
  • Ability to travel for training, occasional team meetings, and projects (~20% max)
  • Knowledge of CRM tools or the Ticketmaster business model preferred
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