Salesforce Business Senior Analyst

Overview:

SALESFORCE BUSINESS SENIOR ANALYST

WHAT IS THE OPPORTUNITY?

The Salesforce Business Senior Analyst ensures that City National Bank's (CNB) mission-critical Salesforce CRM platform is optimally deployed, supported and adopted by the bank. The Salesforce Business Senior Analyst will work with business users to gather and define business requirements; translate the requirements into user stories, process changes and work flows to solve business problems. The role will work with the SFDC COE business and technical teams and other stakeholders to ensure delivery of high quality solutions to meet business needs, including ongoing support of the introduction of new features and capabilities. As the Salesforce platform rapidly evolves, this professional will help colleagues across the bank optimize their success with the platform through communications, training, and support services.

WHAT WILL YOU DO?

• Support the existing Salesforce COE Agile process of prioritization of user stories across multiple business processes and stakeholders
• Support CNB’s Salesforce users by troubleshooting inquiries, logging & tracking issues and assisting in triaging situations
• Understand & analyse cross-functional impacts of business requirements to configuration, process, workflow and reporting, and incorporate into user support interactions
• Help design and execute a broader support model, inclusive of self-service materials/capabilities, in coordination with the SFDC COE roadmap
• Provide on-going support for Salesforce evolution; participate in projects as a Subject Matter Expert, to drive product roadmap successfully forward and ensure alignment with CNB’s overall Salesforce strategy
• Perform and/or coordinate UAT testing; work with SFDC COE business and technical teams on defect remediation
• Serve as a point of contact from the SFDC COE team for day-to-day support of the Salesforce platform users: answer questions; help with access and usage requests and needs; identify issues and work with the appropriate parties on remediation
• Manage, maintain and improve knowledge base & training material accessible by support team and business users to minimize cases and avoid repeat issue escalation
• Help to create and maintain custom reports and dashboards for various teams
• Assist with putting processes into place to assure integrity of Service Cloud
• Communicates project status and milestone completion to Manager and key business stakeholders
• All other appropriate duties as required.

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications*

• Bachelor's Degree or equivalent
• Minimum of 6 years experience in a technical support and/or customer service role
• Minimum of 4 years business/data analytics experience
• Minimum of 3 years experience in a technical or business Salesforce-related role or Salesforce Certification

Additional Qualifications

• Salesforce Certified Administrator Certification

WHAT'S IN IT FOR YOU?

Compensation

Starting base salary: $92,114 - $156,880 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

Benefits and Perks

At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:

• Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
• Generous 401(k) company matching contribution
• Career Development through Tuition Reimbursement and other internal upskilling and training resources
• Valued Time Away benefits including vacation, sick and volunteer time
• Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
• Career Mobility support from a dedicated recruitment team
• Colleague Resource Groups to support networking and community engagement

Get a more detailed look at our Benefits and Perks .

ABOUT US

Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at About Us .

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.

Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.