Salesforce Business Analyst

Pearson - Raleigh, NC3.8

Full-timeEstimated: $70,000 - $94,000 a year

This role resides in Pearson’s global Center of Excellence for CRM focused on Pearson’s Online & Blended Learning business unit. The CRM Business Analyst will report to the NES Solutions Manager and focus on Community, Service and Support portions of Pearson’s global processes, which are exclusively deployed on Community cloud & Service Cloud.

In this role, the person will be required to:
+ Interact with business users-across all levels of the organization

+ Work with clients, business partners and technology partners to identify, define, interpret and clarify scope of problems/issues in terms of business and/or system requirements and processes

+ Document and maintain operational processes

+ Gather requirements, including building a robust catalog with acceptance criteria and prioritization

+ Facilitate requirement gathering meetings, communicate complex business needs into clear, actionable systems requirements, researches and evaluates alternative solutions.

+ Evaluates design of existing systems to judge their functionality, effectiveness, reliability, performance, usage, maintainability and cost of ownership.

+ Demonstrate understand technical details and solutions

+ Articulate data requirements and data quality standards

+ Collaborates with other analysts and project contributors to create comprehensive and cohesive solution approaches.

+ Work as part of an existing Scaled Agile (SAFe) Agile Release Train

+ Solve complex problems and develop innovative solutions related to the Salesforce CRM platform while driving for OOTB solutions and articulate pros/cons of customizations

+ Deliver optimal and scalable solutions with best practice

+ Support all testing, unit through UAT


+ Bachelor's Degree

+ Community cloud, Service Cloud Certification

+ Minimum 4 year of experience in Salesforce

+ Experience with JIRA and Agile methodology, including Scaled Agile for Enterprise (SAFe)

+ At least 4 years experience in business process and/or requirements gathering

+ Extensive experience in Salesforce Community Cloud.

+ Experience with Lightning, Salesforce Service Console, Case Management, Knowledge Management

+ Experience with customer data and entitlements

+ Experience working in complex, enterprise, global implementations

+ Experience working in a business process team and coordinating process efforts

+ Experience with telephony deployment in a CRM context

+ Ability to perform efficiently within a high pressure, fast-paced environment.

+ Enterprise business solutioning experience for large corporations

+ Willingness to travel


+ Six-sigma certifications and/or experience

+ Experience with identity and access management

+ Experience with robust product offerings

+ Previous work in customer service

+ Education or Publishing industry experience

Desirable Skills Experience in the Media Industry Experience working in Salesforce-related project portfolios, e.g. SaaS “declarative” configuration and programming, Agile development practices, system integration, data transformation and loading, mobile system implementation, global project delivery

Personal Style & Behaviour Respect for Our values: Brave, Imaginative, Decent & Accountable Organized Proactive Adaptive, resilient enabler of change Collaboratively with peers and colleagues to drive involvement and engagement Comfortable operating in a changing and ambiguous environment International and cultural sensitivity and awareness Inclusive and positive in a broad scope team

Working Patterns/ Hours Generally, core working hours in local time zone. Some early or late hours may be required to fulfill International work zones Up to 25% travel, including International may be required.

Location : Columbia,MD ; Raleigh,NC

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

**Primary Location: ** US-MD-Columbia

**Other Locations** US-NC-Raleigh

**Work Locations: ** US-MD-Columbia-Grantchester Merriweather 10960 Grantchester Way Two Merriweather Columbia 21044

**Job: ** Product Management

**Organization: ** North America Connections

**Employee Status: ** Regular Employee

**Job Type: ** Standard

**Shift: ** Day Job

**Job Posting: ** Mar 22, 2019

**Job Unposting: ** Ongoing

**Schedule: ** Full-time Regular

**Req ID: ** 1903851

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.