Senior Salesforce Business Analyst

GCI's Senior Salesforce Business Analyst is responsible for ensuring work our drives data, processes, and a platform which are normalized, standardized, consistent, repeatable, scalable, and extensible. Responsible for assisting, participating-in, and driving the discovery, design, validation, development, testing, deployment, support, and continuous improvement of the Salesforce platform.

ESSENTIAL DUTIES AND RESPONSIBILITIES FOR ALL LEVELS:

- Discovery, Design, & Validation:

- Meet with users, subject matter experts, & stakeholders to identify and qualify/quantify the need/problem.

- Validate solution design prior to development.

- Translate the solution design into actionable user stories (configuration work, custom development work, etc.).

- Development & Testing:

- Support development during the progress phase.

- Perform functional testing based on the defined requirements.

- Perform regression testing (verify the new functionality does not break any existing functionality).

- Deployment:

- Actively participate in the verification of each story included in the release successfully deploys (test in production).

- Support:

- Create and conduct training on new releases and features (as needed).

- Provide end-user support as needed: create defects, and enhancement requests.

- Provide system/vendor support.

- Continuous Improvement:

- Define feature and usage metrics and create reports / build dashboards to actively monitor system health, performance, & usage.

- Identify areas of improvement, based on challenges or opportunities.

Continuously ensure the data, processes, and platform remain aligned with the strategic objectives.

Competencies

- ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve. Strong attention to detail, ability to think critically and learn quickly, and work with minimal supervision. Strong desire to succeed and a willingness to take ownership of tasks and projects. Dependable with commitment to meeting deadlines. Professional development through self-guided training (Salesforce Trailhead).

- BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.

- COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances. Strong team player with demonstrated interpersonal and communication skills and positive, professional attitude.

- COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally. Demonstrated ability to prepare clear and concise reports (written and verbal) and recommendations; must be able to communicate with personnel at all levels of the company. Ability to facilitate and translate between the business & the Program Team (including Development).

- COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.

- CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction. Provide a professional level of service to internal customers. Ability to train users on new features or updates to existing features. Take ownership of challenges and responsibility for ensuring a solution is identified, implemented, and communicated.

- RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.

- RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving. Demonstrated ability to move easily between detail and conceptual levels and work on multiple projects with varying and changing priorities and timelines.

- SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures. Demonstrated ability to keep confidential information secure.

- DECISION MAKING: Uses sound, logical judgment based on department and company policy and procedures, data, research, and experience to choose an appropriate course of action. Demonstrated ability to analyze and report on complex, challenging problems and situations leading to optimal solutions in a logical, clear, and effective manner.

Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to use the company intranet. Must have a beginning understanding of the Salesforce platform. Working knowledge Agile Software Development Methodologies. Telecom and OSS concepts include order management, provisioning, service assurance, trouble management, billing, and invoicing.

Additional Job Requirements: This is an intermediate level position requiring the ability to perform complex and diverse duties under deadlines and operating constraints. Must have experience to provide functional and technical guidance to junior-level staff while fostering teamwork within areas of responsibility. This includes but not limited to:

- System configuration activities.

- Manage third party platform backup.

- Backlog management.

- Release planning.

- System integration work.

- Internal Process Definition and Documentation

- New User On-boarding

- Release Coordination

- Defect Process

- GCI University and Training

- Data and Process Governance

Discovery, Design, & Validation:

- Discovery efforts, consisting of:

- Research new features & functions, industry best practices, user behavior & usage data.

- Facilitate meetings and sessions with cross-functional groups (SMEs).

- Translate discovery data into tangible solution designs:

- Document desired outcomes, success metrics, process, data dependencies, rules, tracking & reporting needs.

- Work with UX and/or Development for design (views, page layouts, etc.)

- Validate solution design:

- Conduct validation sessions with users, SMEs, etc.

- Update design based on validation feedback.

Development & Testing:

- Translate solution design into specific, actionable user stories to build the feature/functionality/defect fix.

- Written using agile software development methodologies.

- The story is “testable” on its own.

- Steps on how to test and verify.

- Functional Testing:

- Test and ensure functionality perform as defined.

- Document when functionality does not perform as defined. Work with Development for correction.

- Conduct testing efforts in all applicable testing environments.

- Regression Testing:

- Verify new functionality / updates to current functionality.

- Document functionality breakage and collaborate with Development to correct.

Deployment:

- Actively participate in deployments of new functionality, fixes, etc.

- Test and verify each release have been deployed successfully.

- Collaborate with Development in any instance story is not operational.

Support:

- Create training material:

- Schedule and facilitate training.

- Collaborate with GCI University on revisions.

- Provide end-user support, monitor internal support email.

- Monitor system and vendor status sites.

- For inconsistencies:

- Gather steps, configurations, etc., needed to replicate the issue.

- Verify the issue can be replicated.

- Document errant behavior as well as expected behavior.

- Log defect, priority, add to sprint, collaborate with Development to restore.

Continuous Improvement:

- Monitor, Measure, and Evaluate

- Define metrics (qualifiable, quantifiable):

- Usability of features and platform.

- Effectiveness of processes.

- Accuracy and currency of data.

- Feature Enhancement / Feature Improvement

- Identify improvement opportunities: features, functions, designs, etc.

- Build user stories, prioritize, plan into sprint, etc.

Professional Development:

- Salesforce Platform:

- Salesforce’s Trailhead builds knowledge and understanding.

- Agile Software Development:

- Agile software development methodologies relating to backlog management, story definition, sprint management, etc.

- Telecommunications:

- Aspects related to sales, sales support, service delivery, technical support, etc.

Minimum Qualifications:

Required: A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis*

- High School diploma or equivalent. - Bachelor’s degree in IT, Computer Science, or related field. * - Minimum of six (6) years in software/technical development environment or related technical experience. *

Preferred:

- Direct Salesforce experience and Salesforce Certifications.

- Experience within a telecommunications industry.

- Certifications in IT type: Applications, Programming, and Software.

Other telecom industry specific certifications and/or job specific certifications.

DRIVING REQUIREMENTS :

This position may require access to reliable transportation for occasional travel, such as, between retail store locations, offices, worksites, or other locations as needed.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:

- Work is primarily sedentary, requiring daily routine computer usage.

- Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.

- Ability to accurately communicate information and ideas to others effectively.

- Physical agility and effort sufficient to perform job duties safely and effectively.

- Ability to make valid judgments and decisions.

- Available to work additional time on weekends, holidays, before or after normal work hours when necessary.

- Must work well in a team environment and be able to work with a diverse group of people and customers.

- Virtual workers must comply with remote work policies and agreements.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to an immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.

Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.

EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.