Business

Description

The Digital Marketing department is focused on building customer loyalty by enhancing satisfaction and creating brand promoters. Our mission is to transform the customer experience across all channels while improving associate and dealer interactions through better systems, processes, and capabilities. We value customer preferences, offer a personal touch, and treat every interaction as an opportunity to strengthen brand relationships.

The Business Analyst will play a key role in scaling digital systems and maximizing ROI, with a focus on production support and system enhancements on the Salesforce platform. This position is part of an Agile Product Team and involves both business and technical analysis to support key initiatives.

Business Analysis & Release Management (50%)

• Identify business opportunities and propose solutions to the Product Owner.
• Lead business analysis for software upgrades, enhancements, and maintenance.
• Act as a liaison for dealer- and associate-facing systems powered by Salesforce (SFDC).
• Support stakeholders including sales leaders, district managers, customers, dealers, and internal teams.
• Develop and maintain dashboards and reports to analyze trends and performance.
• Ensure quality standards and maintain process documentation.
• Participate in sprint reviews and retrospectives.

Project & Initiative Support (25%)

• Ensure product alignment with new business initiatives and projects.
• Coordinate production support across multiple business teams.
• Collaborate with project teams to align Salesforce support processes.
• Lead regression testing and production validation.
• Engage stakeholders to understand cross-functional dependencies.

User Story Development & Documentation (20%)

• Lead user story creation for defect remediation, maintenance, and enhancements.
• Maintain documentation including process flows, user stories, acceptance criteria, testing scripts, and sprint materials.
• Use tools like Jira to manage and track work.
• Collaborate with developers during design and development.
• Conduct system and user acceptance testing to ensure high-quality releases.

Agile Process Advancement (5%)

• Support the department’s agile transformation by promoting agile principles and practices.

Additional Skills & Qualifications

• 2+ years in system-oriented roles (projects or production support).
• Experience in a collaborative team environment with cross-functional stakeholders.
• BG in CRM systems, especially Salesforce (Service Cloud, Sales Cloud).
• Automotive or dealership experience is a plus.