Business Analyst IT L3

Job Title: Business Analyst IT L3
Location: Torrance CA
Work Model: Onsite



The selected candidate will perform the following duties:
1. Work with Business and IT teams to document user stories (requirements), process flows, UAT results, status reports
2. Lead medium to large projects/initiatives in a Salesforce environment
3. Research and resolve production issues, troubleshooting of the Salesforce and batch environments
4. Ad hoc user and SME support
5. Perform Impact Analysis across multiple platforms and applications related to Salesforce changes
6. Work with Salesforce Support
7. Production support and field support

What will this person be working on
Operations/Production Support
" Manage Software, Application, System Upgrades, Enhancements and Maintenance - as the business liaison of customer and associate facing systems and applications powered by SFDC.
" Provide SFDC SME.
" Support of issues from nationwide regions, centers and consumers.
" Develop and maintain reporting to use as a tool for analysis to determine trends, platform/use case performance and call center operational impact that will lead to potential user stories.
" Maintain quality standard and process documentation and participate in Sprint Reviews and Retrospectives as a key member of the Digital Delivery Center and Scrum team.

User story activities
" Coordinate and complete user story activities to remediate defect, system maintenance, and system enhancements

Documentation
" Create and maintain support documents including process maps/flows, user stories, acceptance criteria, status reports, work logs for action items, defects, testing scripts, etc.

Project/Key Initiative Support
" Manage M to L Projects/Initiatives.
" Ensure a harmonious flow of work among production support and projects.
" Partner with the Project Teams to align the production support processes for implemented Salesforce projects.
" Play a key role in the transition from project to production support.

Advance agile processes
" Contribute to the department s agile transformation by adopting agile principles and processes.

Position Success Criteria (Desired) - 'WANTS'

" BA/BS degree
" Three (3) or more years of Salesforce (strongly preferred) or related CRM experience.
o Experience with CRM (Customer Relationship Management) or account management systems and processes.
" Must be able to coordinate multiple initiatives simultaneously.
o Strong organizational skills
" Must be self-motivated with strong analytical, organizational and project coordination skills.
" Must have ability to communicate effectively with internal and external customers as well as non-technical and technical personnel.
o Strong verbal and written communication skills.
" Ability to manage medium to large projects/initiatives and support extra-large projects/initiatives.
" Ability to gather/refine complex business requirements, recommend or make decisions on business requirements/interdependencies.
" Ability to work effectively with staff, IT staff, 3rd party vendor staff.
" Ability to interact with other client company's personnel, builds strong relationships at all levels and across all business units and organizations, and understands business imperatives.
" Prior experience in a team environment and the ability to interface with all levels of management needed.

WANTS
" Experience in a captive finance, financial services, and/or banking.
" Excellent customer service and problem-solving skills
" Adaptable with proven track record of growing responsibilities
" Working knowledge of Azure DevOps (ADO) or JIRA
" Agile methodology experience is preferred

COMPENSATION & BENEFITS
Medical, dental, and vision insurance
401(k)
Other standard benefits as applicable

ABOUT UNICON
UNICON is a workforce solutions provider with over 35 years of experience supporting organizations across a variety of industries. We partner with our clients to deliver skilled professionals while maintaining a strong focus on quality, compliance, and long-term relationships. UNICON is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.