Salesforce (CRM) Business Analyst - Associate

Job Description

The CRM Business Analyst partners with internal user groups to learn their business, business processes, challenges, technology solutions and strategic objectives with an eye toward solving problems and driving adoption and increasing value of the Salesforce.com CRM platform. The Analyst participates with internal business areas to solicit end user requirements, gains understanding of purposes or goals of various processes, offerings or practices to ensure a full understanding of the issues and enhancements that need to be addressed and articulates and measures the business benefit and impact of change. Proactively identifies areas for improvement and introduces innovative recommendations factoring in customer needs, external approaches, data analytics, and industry best practices. Partners with / reports into the CRM Product Owner to deliver a roadmap of capabilities that address the challenges that our business face. Manages multiple projects across local stakeholders with the goal of managing risks to project deliverables. Participates in Scrum planning and release management, testing and validation. Acts as an entry-point for end-users in the issue resolution process, tracking issues through to completion.

The CRM Business Analyst reports to the CRM Product Owner (regionally) for the asset management business and is responsible for assisting in the end to end delivery of the J.P. Morgan Salesforce business delivery, developing and executing the overall roadmap for CRM, sales/distribution facing applications and integration points.

This role calls for an entrepreneurial and innovative Business Analyst with a deep understanding of Salesforce CRM and experience in working with teams of data specialists and data scientists, distribution specialists, engineers and designers to develop successful roll outs, following lean best practices in an agile framework.

Responsibilities

• Understand J.P. Morgan Asset Management's business and distribution strategy, competitive assets, and market position to deliver a CRM experience that amplifies and supports the AM sales and client facing community.
• Acts as a Subject Matter Expert for the Salesforce CRM platform.
• Understands native out-of-the-box Salesforce Lightning capabilities and will assist in our continued transformation in the Salesforce platform.
• Develop an expert understanding of the CRM landscape, keep on top of the Salesforce roadmap and strategy, industry news and the CRM ecosystem.
• Works as part of a cross functional/inter-disciplinary team to design a target state vision and a roadmap for the Salesforce platform and key integration points.
• Helps define the business requirements for Salesforce capabilities required to enable the vision.
• Develops and refines user stories.
• Engages with end-users testing, training, and issue identification and resolution.
• Translate requirements and specifications for features into user stories and associated acceptance criteria; partner with the digital UI/UX team and engineering to follow through to execution.
• Participate in sprint planning and other agile ceremonies to lead technical development.
• Integrate usability studies, research and user analysis into product requirements to enhance user satisfaction.
• Document and execute test plans and scripts independently and with end-users.
• Define and track Salesforce product KPIs and evaluate business impact.
• Work closely with global data management team to ensure data is aligned to Salesforce data model like lookups, master detail relationships and junction objects.

Qualifications

• Experience as a proven Salesforce Business Analyst in a multinational Asset or Wealth management organization.
• Experience in successful sales and distribution Salesforce deployments and usage.
• Salesforce Administrator Certification Required.
• Experience in building Salesforce communities of practice.
• Experience with translating user journeys into Salesforce solutions.
• Experience with Salesforce integrations with other platforms, specifically Marketing integrations.
• Experience with agile software development framework.
• Experience with the Salesforce data architecture and enterprise data management.

Profile

• A passion for distribution digital enablement and solutions.
• Salesforce platform fluency and the ability to drive to native capabilities.
• A strong sense of ownership and accountability.
• Depth and experience in process automation and augmentation and business process reengineering.
• Speaking to targeted audiences: the ability to communicate technical information to
  non-technical stakeholders and business and functional requirements to non-business stakeholders.
• Outstanding organizational skills including stakeholder management & expectation setting.
• Knowledge in the integration/middleware space.
• Ability to drive seamless platforms integrations, especially around the Marketing and Digital space.
• Change management and transformation skills.
• Comfort with data management, transformation and governance best practices.
• Self-starter with a demonstrated record of exceptional work.
• Strong experience with user testing using data synthesis and analysis.
• Curious, pragmatic, business oriented, people person.
• An unshakeable belief in the importance of user experience.
• Ability to contribute individually and lead, manage or participate in cross-functional teams.

About Us

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

About the Team

J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions with client assets of $4 trillion. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.