The Senior Salesforce Business Analyst role supports the Business by working with the development teams with responsibility for eliciting, understanding and documenting business needs to determine and recommend the most optimal solution.

Areas of Responsibility Include

• Manage complex projects/programs from design and development to production within the customer support CRM systems
• Build and maintain effective customer relationships with business area stakeholders to understand current and future business requirements for information technology services and systems.
• Participate in all phases of the Systems Development Life Cycle and Change Control processes.
• Use best practices and functional expertise in salesforce.com
• Apply deep functional knowledge of CRM systems to customer needs and requirements
• Document business needs, distinguish between needs and wants, identify gaps between business needs and standard application functionality, design and document solutions that fill the gaps, and provide detailed business requirements specifications for developers.
• Perform application configuration, testing and evaluation to ensure quality and consistency
• Prepare and perform data conversion requirements
• Develop, document, and execute test plans to assess the integrity and accuracy of business processes, module functionality setups and modifications, enhancements, customizations, and patches.
• Develop and maintain end user training documentation and deliver training as required.
• Develop and maintain business process documentation and consider compliance in all business process analysis and redesign activities.
• Support, analyze, and resolve critical production application issues as required.

Qualifications

• 3-5 years of experience required using Salesforce.com
• Significant business experience in all phases Customer Support including Cases, Knowledgebase and Communities
• Bachelor’s degree or equivalent business experience required
• Proven project management skills
• Excellent communications skills both oral and written
• Solid problem solving skills

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Infinera is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, or status as a qualified individual with disability. EEO Employer/Vet/Disabled.